[Hiring] Customer Retention Specialist @FxPro

Role Description

As a Customer Retention Officer, you'll be responsible for providing comprehensive client support through various channels, managing account verification and funding processes, maintaining high-value client relationships, and gathering and reporting client feedback to ensure operational efficiency and client satisfaction.

• Deliver service and support to clients through Live Chat, email, and phone, providing support by identifying problems and offering solutions when needed.
• Focus on communicating with clients via outgoing phone calls for various reasons outlined by the head of the department.
• Contact clients who have not yet completed their account verification; clients who are yet to provide documents or are required to provide additional/alternative documents to verify their profile.
• Contact clients with defined time frames who are trying but failing to fund their accounts via one of our offered methods, supporting them with completing this process and offering alternatives.
• Maintain relationships with higher-value clients as needed to ensure the smooth continuation of business.
• Collect feedback from clients regarding products, services, and payment methods and pass on a detailed email to management to review and implement as necessary.
• Ensure client records are kept up to date and all communication and guidance provided to clients is recorded.
• Contact clients for any pending matters related to their accounts.
• Follow up on any leads provided by the head of the department.
• Look for opportunities to grow the business through partnerships or local events requested by the head of the department.
• Perform any other duties and responsibilities assigned by the Account Manager or management team.

Qualifications

• Fluent in English and Portuguese, with excellent written and verbal communication skills.
• Proven experience in providing customer service and support via chat, email, and phone.
• Strong problem-solving and analytical skills to address customer issues.
• Ability to manage multiple tasks and prioritize effectively.
• Experience with customer support software and CRM systems.
• Detail-oriented with strong organizational and record-keeping abilities.
• Ability to build and maintain client relationships.
• Experience in financial services or online trading.

Requirements

• Fluent in English and Portuguese, with excellent written and verbal communication skills.
• Proven experience in providing customer service and support via chat, email, and phone.
• Strong problem-solving and analytical skills to address customer issues.
• Ability to manage multiple tasks and prioritize effectively.
• Experience with customer support software and CRM systems.
• Detail-oriented with strong organizational and record-keeping abilities.
• Ability to build and maintain client relationships.
• Experience in financial services or online trading.

Benefits

• Competitive compensation package.
• 21 days off and 10 sick leaves annually.