Client Services Officer

Summary

Join Pepperstone, a global fintech company, as a Client Services Officer and play a crucial role in ensuring outstanding client experiences. You will provide support through various channels (live chat, email, phone, social media), monitor trading conditions, resolve client issues, and compile reports. This role requires strong customer service skills, proficiency in English and at least one other language (Spanish, Italian, or Arabic), and experience in a similar role. You will collaborate closely with the Client Experience team and contribute to enhancing client communication and retention. Pepperstone offers a competitive salary, flexible and hybrid working options, remote work opportunities, personal development opportunities, and various benefits including medical insurance and a pension fund.

Requirements

• Proficiency in English is a must-have and in any of these languages: Spanish, Italian, or Arabic
• Proven experience in a similar role, showcasing expertise and familiarity with the responsibilities involved
• Strong dedication to customer satisfaction, possessing the ability to connect with and comprehend the needs of our clients, coupled with a genuine passion for delivering exceptional customer service
• Demonstrated proficiency in effective written and verbal communication
• Meticulous attention to detail, ensuring quality is maintained even in high-pressure situations
• Exceptional relationship-building skills, fostering connections both within the team and externally
• Sound judgment and the ability to make decisions with integrity
• Enthusiasm and eagerness for continuous learning, improvement, and innovation
• Adept at collaborating and working seamlessly as part of a team
• Comfort and effectiveness in a fast-paced and dynamic environment, where priorities may shift rapidly
• Proficiency in utilizing various technologies, including Microsoft applications, Google Drive, Gmail, Slack, MT4, and MT5

Responsibilities

• Deliver outstanding day-to-day customer support through live chat, email, and phone, aligning with quality standards and KPIs
• Monitor and promptly respond to the primary client services inbox and other channels to ensure accurate and timely client responses
• Record and organize client issues and requests to offer actionable insights to management
• Keep our Website Support Page and Knowledge Base current and relevant
• Enhance and refine client communication channels and methods
• Elevate Conversion and Retention ratios for clients engaging with the Client Services team

Preferred Qualifications

• Possession of a relevant Bachelor’s Degree in Business, Finance, Management, or Economics
• Experience in the exciting world of financial services and a keen interest in trading and the dynamic realm of financial markets
• Fluency in another language such as Italian, Spanish or Arabic is highly desirable

Benefits

• Competitive salary structure including company bonus scheme
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option - work from anywhere for up to 6 weeks per year
• Ongoing personal development & learning opportunities
• 3 paid volunteering days per year & Workplace Giving Program
• Periodic recognition and reward programs for outstanding performance and achievements
• Frequent events and celebrations
• Comprehensive medical insurance with coverage for your healthcare needs
• Pension fund
• Employee Assistance Program & Wellbeing Initiatives
• Convenient and cozy office located near the Limassol Municipal Garden