Customer Service Representative

Our Client

Our client is a global online trading and Forex investment group with over 20 years of experience empowering the next generation of traders and investors across fast-growing markets. A pioneer in the early days of online Forex trading, they have built a strong global presence by providing reliable, regulated access to financial markets for millions of clients worldwide.

Today, the group supports over 2 million clients across more than 150 countries, operating from regulated centres across Europe, Asia, and Africa. Their platform and solutions are designed to make Forex and broader financial market investing more accessible, giving individuals the tools, guidance, and flexibility to trade and invest with confidence, in their own time and on their own terms.

Driven by a clear mission and a promise of Freedom to Succeed, our client believes that risk-driven investing — when supported by the right technology and education — can unlock better financial opportunities. Internally, they foster an energetic and diverse culture, offering their people early responsibility, continuous learning, and the opportunity to grow their careers within a fast-growing global organisation.

The Role

Reporting to the Team Lead /Senior– Customer Service.   

We are seeking a proactive and customer-focused Customer Service Representative to join their team. The ideal candidate will be responsible for delivering exceptional support to theirclients, resolving inquiries efficiently,  employing a value-based relationship approach such as upselling & cross-selling and ensuring a positive customer experience. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat 
• Provide accurate information regarding products, services, and policies
• Resolve customer issues promptly and professionally
• Maintain detailed records of customer interactions in CRM systems
• Collaborate with internal teams to ensure customer satisfaction
• Identify and escalate priority issues when necessary
• Handle of Back-office queries
• Support clients with technical and troubleshooting issues
• Deal with complaints of a varying nature promptly and effectively
• Meet set performance targets including response time, resolution rate, and customer satisfaction.
• Upsell and cross sell to clients by adding value-added services to improve client retention, acquisition & loyalty.

• Fluency in English (spoken and written)
• Previous experience in customer service or a similar role and knowledge of financial market will be considered an advantage.
• Strong communication, soft-selling and interpersonal skills
• Ability to work efficiently under pressure
• Ability to multitask and work in a fast-paced environment
• Familiarity with CRM systems and support tools is a plus
• Problem-solving mindset and attention to detail
• Knowledge of any other languages is an advantage