Customer Support Representative

Eightcap; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A dynamic online trading provider based in London is seeking a Customer Support Representative to enhance client relationships in the LATAM region. The role focuses on onboarding clients, addressing account queries, and ensuring exceptional customer experiences. Candidates should be fluent in Spanish and English, with a strong support background and the ability to work in a fast-paced environment. The position offers competitive benefits and encourages career development.

Benefits

Aviva workplace pension

Vitality private health insurance

Parental leave

Collaborative team culture

Ongoing investment in career development

Qualifications

• Proven experience providing customer support or client experience in a professional team.
• Strong ability to work as part of a team as well as independently.
• Ability to work hours reflecting the LATAM region.

Responsibilities

• Respond to client inquiries via whatsapp, email, live chat, and telephone.
• Provide exceptional client support including technical and operational assistance.
• Process new account applications and onboard new clients.

Skills

Fluent in Spanish

Fluent in English

Customer Support Experience

Analytical Thinking

Team Collaboration

Tools

Salesforce Service Cloud

Job description

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Eightcap is a dynamic online trading provider focused on delivering great trading tools and pro trading insights to enable smarter trading.

We combine the agility of a fintech company with the stability of a trusted financial institution to deliver trading technology and solutions for B2B clients and traders, empowering them to succeed. Our culture is fast-paced, collaborative, and innovative.

The Company is headquartered in Melbourne, Australia with offices in the UK & Cyprus and support offices in The Bahamas and Bulgaria.

The Customer Service team plays a pivotal role in ensuring that every interaction with our customers is a positive and memorable experience. Committed to the highest standards of service, the Customer Service team is adept at addressing customer queries, concerns, and issues with speed and efficiency. Armed with in-depth knowledge of our products and services, our team guides customers through their journey, offering troubleshooting assistance, and relevant information.

We are seeking an experienced Customer Support Representative to support Eightcap’s growth by onboarding new accounts, responding to account queries, communication with our new and existing clients, and continuing the maintenance of strong and reputable relationships within the LATAM region. This role will primarily focus on inbound customer support, ensuring an exceptional experience for our clients.

The ideal candidate will be fluent in Spanish and English languages, have a strong background in Support and a proven ability to deliver results in a fast-paced, high-performance environment. This role plays a key part in driving our mission to provide an exceptional experience to both our clients and team.

Key Responsibilities

• Respond to incoming enquiries from clients via whatsapp, email, live chat and telephone in a timely and professional manner.
• Provide exceptional client support, including technical, operational and basic trading assistance.
• Respond to client queries relating to account management.
• Process new account applications and onboard new clients from the LATAM region.
• Update and configure existing accounts according to client demand.
• Ensure industry and company standards for compliance, including AML/KYC, are met
• Document customer feedback and promptly escalate unresolved issues as needed
• Maintain good communication with colleagues across the business worldwide to ensure client needs are met in a timely manner.
• Provide assistance in the creation and implementation of new procedures and processes.
• You will be an example of our company's values, showcasing them in every task you undertake.

Requirements

• Ability to work hours which reflect the LATAM region
• Proven experience providing customer support or client experience in a professional team environment via telephone and livechat channels
• Strong ability to work as part of a team but also independently as required
• Computer literacy, above average data entry skills and attention to detail.
• Ability to think analytically and troubleshoot day-to-day issues.
• The ability to effectively manage and prioritise multiple responsibilities in a fast-paced and dynamic business environment.
• Ability to work on public holidays if required
• An understanding or interest in trading, FX or general finance.
• Experience with Salesforce Service Cloud
• Experience with customer service operations and performance metrics.
• Knowledge of UX/UI principles and conversational design.
• Aviva workplace pension
• Vitality private health insurance
• Parental leave
• Collaborative team culture
• Ongoing investment in your career development, including technical and professional training
• Being part of an exciting new project for the company

Are you interested in this opportunity but don’t meet every requirement? Eightcap endeavours to create an inclusive and diverse workforce by offering an opportunity for the right people and so we encourage you to apply.

We respectfully ask that no recruiters contact anyone at Eightcap regarding this role.