Customer Support Officer

Cxm-Direct-LLC; México; Presencial; MXN 240.000 - 360.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Night Shift Allowance

Competitive Salary

Growth Opportunities

Collaborative Team

Descripción de la vacante

CXM Group is seeking an experienced Customer Support professional to ensure a smooth, reliable experience for clients trading on our platforms. You will handle inquiries via live chat, email, phone, and client portal, maintaining CRM records and coordinating with internal teams.

Candidates with Forex/financial markets exposure and strong English/Portuguese language skills will be preferred. A rotating shift schedule is expected, with opportunities for growth and working with a modern tech stack.

Formación

• Proven experience in a customer support or client service role.
• Forex trading or financial markets background is a strong advantage.
• Excellent command of English and Portuguese (native) spoken and written.
• Proficient in Microsoft Office applications (Word, Excel, Outlook).
• Strong phone communication skills with active listening abilities.
• Ability to work under pressure and meet tight deadlines.

Responsabilidades

• Manage communication channels (live chat, emails, phone) to ensure client satisfaction.
• Identify customer needs and provide timely, accurate support.
• Handle inquiries from new leads and existing clients via multiple channels.
• Maintain CRM records with all interactions and actions taken.
• Coordinate with internal departments by creating and assigning follow-up tasks.
• Schedule callbacks to ensure resolution and customer satisfaction.
• Work independently and in a collaborative team environment.
• Adhere to standard operating procedures and company policies.

Conocimientos

Customer support

Communication

Active listening

CRM

MS Office

Phone skills

Herramientas

CRM system

Microsoft Office

Descripción del empleo

Company Overview

CXM Group was established in 2015 primarily as an institutional liquidity provider. CXM is a highly regulated and fast-growing global Fintech group with multiple regulatory licenses, including FCA and Mauritius, spanning global presence with 20+ offices in London, New York, Dubai and Southeast Asia with a 250+ multinational team.

Reporting Line: Reports directly to the Head of Customer Support

General Purpose:The General purpose of the position is to ensure a smooth, reliable, and positive experience for clients who trade using our platforms.This involves assisting clients with their trading accounts, resolving technical or transactional issues, and providing clear information about the company's products, services, and trading platforms.

Job Role:

• Effectively manage company communication channels, including live chat, emails, and phone calls.
• Identify and assess customers’ needs to ensure a high level of satisfaction.
• Receive and handle inquiries from new leads and existing clients via phone, chat, email, and client portal.
• Provide timely and accurate support to clients within the specified time frame.
• Maintain and update CRM records with all customer interactions and actions taken.
• Coordinate with internal departments by creating and assigning tasks for inquiries that require further investigation.
• Follow up with clients and schedule callbacks to ensure resolution and customer satisfaction.
• Work independently as well as collaboratively in a team environment.
• Adhere to standard operating procedures and company policies at all times.

• Proven experience in a customer support or client service role.
• Previous experience or background in Forex trading or the financial markets is a strong advantage.
• Excellent command ofEnglish and Portugese nativeboth spoken and written.
• Proficient in Microsoft Office applications (Word, Excel, Outlook).
• Strong phone communication skills with active listening abilities.
• Ability to work under pressure and meet tight deadlines.
• Excellent communication, problem-solving, and presentation skills.
• Flexible to work on a weekly rotating shift schedule (morning, afternoon, and night shifts in the near future).

Employer Value Proposition:Join a collaborative team where your expertise is valued, and individual contributions extend beyond daily support tasks. You'll work with a modern tech stack, enjoy meaningful autonomy in how you approach challenges, and have clear opportunities for personal and professional growth.

Benefit of working at CXM:

Competitive Salary along with KPI Bonus

Night Shift Allowance

Growth Opportunities

Collaborative Team