Customer Retention Officer

Job description / Role

Employment: Full Time

Join FxPro

At FxPro, we see each team member as an integral part of our success story.

As a customer retention officer, you'll be responsible for providing comprehensive client support through various channels, managing account verification and funding processes, maintaining high-value client relationships, and gathering and reporting client feedback to ensure operational efficiency and client satisfaction.

Responsibilities:

• Deliver service and support to clients through live chat, email, and phone; provide support by identifying problems and offering solutions.
• Focus on communicating with clients via outgoing phone calls for one of many reasons outlined by the head of the department.
• Contact clients who have not yet completed their account verification; clients who are yet to provide documents or are required to provide additional/alternative documents to verify their profile.
• Contact clients with defined time frames who are trying but failing to fund their accounts via one of our offered methods. Support them with completing this process and offer/suggest alternatives.
• Maintain relationships with higher value clients as needed to ensure the smooth continuation of business.
• Collect feedback from clients with relation to products, services, and payment methods and pass on a detailed email to management to review and implement as necessary.
• Ensure client records are kept up to date and all communication and guidance provided to clients is recorded.
• Contact clients for any pending matters related to their accounts.
• Anything else that the head of the department deems necessary.
• Handle the tickets in the live chats in the designated languages.
• Perform any other duties and responsibilities assigned by the account manager or management team.

Requirements:

• Fluent in English and Arabic languages, with excellent written and verbal communication skills.
• Proven experience in providing customer service and support via chat, email, and phone.
• Strong problem-solving and analytical skills to address customer issues.
• Ability to manage multiple tasks and prioritize effectively.
• Experience with customer support software and CRM systems.
• Detail-oriented with strong organizational and record-keeping abilities.
• Ability to build and maintain client relationships.
• Experience in financial services or online trading.

Benefits:

• Competitive compensation package.
• 21 days off and 15 sick leaves annually.
• Corporate insurance plan.
• Snacks and beverages.
• Visa/work permit support.

Company Industry: Finance, Investment & Asset Management

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