[ref. h54941221] Customer Service Executive

Job Description

Job Summary:

Joining our esteemed team will provide you with an exciting platform to excel and contribute to our continued success.

Key Responsibilities:

• Answers incoming customer calls, questions, and general concerns.
• Receives and documents incoming requests from customers and ensures that issues are resolved both promptly and thoroughly.
• Provides customer support and technical issue resolution via E-Mail, phone, and another electronic medium.
• Maintains call activity reports and provides them to Management on a regular basis.
• Update customer information thoroughly and, fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions through contact tracking.
• Follows up on deposits and inter-account transfers.
• Develops and maintains a vast knowledge of the products and services being offered by our firm or other ATFX group
• Undertaking key functions on MT4 to meet the organization's segregation of duties principles e.g. filter & process client withdrawal requests.
• Identifying & proposing opportunities to extend the Client Service team's focus to the retail business.
• Conducting screening of customers daily transactions and activities.
• Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the superiors

Qualifications:

• Ability to work in a fast-paced environment & work under pressure
• Ability to maintain sensitive and confidential information.
• High degree of confidence with a strong personality
• Strong team player working with a team of specialists
• Good communication and Inter-personal skills
• Customer-oriented and ability to build effective relations. Patient and kind while troubleshooting customer questions and concerns
• Able to quickly learn about ATFX products, services, and policies
• Fixability to work in shifts. It varies depending on business need
• Arabic and English speaker is required, other languages will be an advantage
• Familiarity with CRM systems and practices