Customer Experience Officers (German, Polish, Italian Speakers)

Customer Experience Officers (German, Polish, Italian Speakers)

On behalf of our Client, a leading FinTech company, we are looking for Customer Experience Officers (German, Polish, Italian Speakers) to be based at their offices in Limassol, Cyprus.

Main Duties and Responsibilities

  • Assists clients worldwide through live support chat
  • Replies to e-mails, assists with the opening of client accounts, amends existing accounts, maintains client records, and liaises with appropriate departments
  • Supports clients with technical and troubleshooting issues
  • Deals with complaints of a varying nature promptly and effectively
  • Provides support and troubleshoots on Meta Trader Platforms
  • Liaises with all departments to resolve issues
  • Liaises with the Compliance Officer regarding complaints and approval of accounts
  • Provides relevant information to clients regarding documents and materials for becoming a client
  • Follows up on missing and incorrect documentation
  • Onboards new clients, according to the KYC procedures and protocols established by the Compliance Department
  • Creates internal reports on deposits/withdrawals, etc.
  • Maintains accurate client records (KYC, Questionnaire)
  • Responsible for the efficient reconciliation of customer transactions, deposits and withdrawals
  • Coordinates with the dealing desk with regard to suspicious client trading activity
  • Liaises with the sales team to arrange for the timely receipt of client documentation
  • Forwards financial matters and requests to the Accounting Department
  • Liaises with the Head of the Back office for any queried issues
  • Responsible for AML Review of documents – Requests, reviews, and validates several AML documents including but not limited to Source of Funds (SOF) that may be needed from time to time, always in accordance with the relevant legal framework and the supervision of the AMLCO and the Compliance Department

Job Requirements

  • Previous experience in similar position is a must, for customer support and/or back office
  • CYSEC certificate would be considered a plus
  • Excellent use of Microsoft Office applications
  • Fluency in the German or Polish or Italian language is mandatory (both verbal and written
  • Excellent knowledge of the English language is mandatory (both verbal and written)
  • If required to be able to do shifts
  • Excellent spoken and written communication skills
  • Outstanding customer service skills
  • Strong Multitasking and time management skills
  • Ability to work efficiently under pressure and problem-solving aptitude


  • An attractive remuneration package based on experience and qualifications
  • Medical insurance coverage after completion of probation
  • Provident Fund after completion of probation 
  • Friendly Working Environment with free coffee and fruits
  • Amazing opportunities for personal and career growth
  • Professional Body Subscriptions Allowance
  • Training, Learning & Development Opportunities
  • Parking Allowance

All CVs will be handled with the utmost confidentiality.