On behalf of our client, a financial services company, we are looking for a Support Agent (Spanish Speaker) to be based at their offices in Limassol, Cyprus.
Main Duties and Responsibilities:
- Provides top-tier customer support to Spanish-speaking clients regarding forex trading, accounts, and transactions via phone, email, and chat.
- Addresses customer inquiries, concerns, and issues promptly and professionally, ensuring a positive experience at all stages of the trading process.
- Responsible for troubleshooting and resolving forex-related issues, including account inquiries, transaction issues, platform navigation, and trade execution.
- Responsible for documenting customer interactions and maintaining accurate records in the CRM system to track issues and resolutions.
- Collaborates with internal teams, such as technical support and account management, to escalate complex trading or platform issues and ensure swift resolution.
- Assists customers with information about forex products, platform usage, account management, deposits, withdrawals, and other related services.
- Follows company policies, industry regulations, and compliance standards to ensure a high level of service and legal adherence.
- Identifies opportunities to enhance customer satisfaction and provide valuable feedback to management for service improvements.
- Meets or exceeds performance metrics, including response time, resolution rate, and customer satisfaction.
Job Requirements:
- Fluency in Spanish and English (both written and spoken) is required
- Previous experience in customer service, support, or a related field, preferably within the financial or forex services industry
- Excellent verbal and written communication skills, with the ability to explain complex forex concepts in simple terms
- Strong problem-solving and critical-thinking abilities, especially in the context of financial transactions, forex trading platforms, and account management
- Ability to manage multiple customer interactions simultaneously and prioritize tasks effectively in a high-paced environment
- Proficiency in using customer support software, CRM systems, and communication tools
- Patience, empathy, and a customer-first attitude, especially when dealing with financial and trading-related concerns
- Ability to work flexible shifts, including weekends and holidays, if required
Benefits:
- Attractive remuneration package
- 13th Salaries
- Gym membership or health insurance coverage after the probation period
- Complimentary tea, coffee, refreshments, fruits, and snacks available daily
- Complimentary breakfast and lunch every two weeks
All CVs will be handled with the utmost confidentiality.
