Client Services Officer

Summary

Join Pepperstone's dynamic Client Services team as a Client Services Officer, providing exceptional pre- and post-sales support to clients via various channels. You will monitor trading conditions, solve client problems, and provide feedback reports while maintaining high compliance standards. Key responsibilities include handling client inquiries, managing communication channels, documenting issues, updating support resources, and improving client communication methods. This role requires demonstrated experience in a similar position, strong customer focus, excellent communication skills, attention to detail, and proficiency in various technologies. Pepperstone offers a competitive salary, flexible work arrangements, personal development opportunities, comprehensive benefits, and a collaborative work environment.

Requirements

• Demonstrated experience working in a similar role
• Strong customer focus, the ability to relate to and understand our clients and a passion for providing excellent customer service
• Proven ability to effectively communicate both written and verbal
• Attention to detail with the ability to maintain quality even in busy times
• Strong relationship building skills, both internally and externally
• Ability to use good judgment, act and make decisions with integrity
• Desire and passion for continuous learning, improvement, and innovation
• Ability to effectively collaborate and work as part of a team
• Ability to work in a fast-paced and ever-evolving environment where priorities can change quickly
• Proficiency in working with technology, including Microsoft applications, Google drive, Gmail, Slack, MT4, MT5
• Fluency in English

Responsibilities

• Provide exceptional day-to-day customer support through live chat, email, and phone, ensuring all client interactions align with quality standards and KPIs
• Monitor and manage the main client services inbox and other communication channels, ensuring timely and accurate responses to client inquiries
• Document and categorize client issues and requests to generate actionable insights for management to improve services and processes
• Maintain and regularly update the Website Support Page and Knowledge Base to ensure accurate and up-to-date client information
• Continuously improve client communication methods and channels to enhance the overall client experience
• Improving the Conversion and Retention ratios for clients who contact the Client Services team
• Assisting clients with their account verification whenever required

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