Customer support Team Lead with knowledge of Forex Market (offline)
Skills:
- Fluency and functional literacy in English
- Familiaritiy with retail FX trading and MetQuotes a big plus.
- 3-5 years' experience in leading teams in a fast-paced environment
- Professional Certificate in Customer Service will be an asset
- 1-2 years of proven experience in customer support or call centre operations, and experience in managing dotted-line reporting relationships
- Experience in a data entry and business processing environment would be preferred
- Comfortable working with CRM and phone systems
- Any other equivalent combination of training and experience will be considered.
- Superior communication skills, both written and oral and active listening skills
- Familiarity with FX, trading platforms and financial services.
- Excellent interpersonal skills.
- Sound critical thinking, analytical and problem-solving skills.
- A dynamic personality.
- Sound judgement and decision-making skills
- Be adept at multi-tasking with excellent planning, organizational and time management skills
- Be proficient in Microsoft Office Suite.
- Salesforce management experience a plus
Responsibilities:
• Supervise and support members of the customer service function in their day to day tasks pertaining to the opening of new accounts, downloading trading platforms and other general inquiries as they relate to FX trading.
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Recording statistics, user rates and the performance levels of the centre
• Preparing reports on these statistics, rates and performance levels
• Handling the more complex customer complaints or enquiries
• Provide weekly management reports to appointed members of leadership team at Head Office
• Proactively raise issues that arise with prospects, clients and internal staff to ensure the best possible solution is developed and executed
• Lead the team in responding to customer email and phone queries in a courteous, timely and accurate manner
• Encourage the team to continuously perform according to agreed performance metrics.
• Be integral to developing a positive, internal culture among team members
• Receive and re-direct requests to relevant departments for action and resolution of client issues in a timely manner
• Follow up with prospects and clients where possible to provide a positive experience that mirrors our ambition to be friendly, professional, accountable and fast
• Have an understanding the group's products and services in order to help market and service our clients more effectively
• Lead the teams' efforts to handle customer complaints, provide appropriate solutions within the time limits; follow up to ensure resolution is satisfactory for client.
• Keep records of customer interactions in Freshdesk and personal note taking systems where needed
• Accurate and continuous maintenance of client files
• At all times, be accountable, proactive and team driven in your day to day activities to set a strong example for other members of the Customer Service team
• Complete any other special projects and other related activities as assigned by Manager and/or Head Office
What we offer:
- Large, modern office in a business center
- Comfortable and open working space
- A young, friendly team
- Ability to work twice a month remotely, paid sick leaves and vacation (18 working days)
- Delicious coffee and tea, fruit and cookies for snack
Conditions of work:
Flexible working schedule 24/5:
- Mostly will be Day shift
- Morning, Day and Night shifts
- Fluency and functional literacy in English
- Familiaritiy with retail FX trading and MetQuotes a big plus.
- 3-5 years' experience in leading teams in a fast-paced environment
- Professional Certificate in Customer Service will be an asset
- 1-2 years of proven experience in customer support or call centre operations, and experience in managing dotted-line reporting relationships
- Experience in a data entry and business processing environment would be preferred
- Comfortable working with CRM and phone systems
- Any other equivalent combination of training and experience will be considered.
- Superior communication skills, both written and oral and active listening skills
- Familiarity with FX, trading platforms and financial services.
- Excellent interpersonal skills.
- Sound critical thinking, analytical and problem-solving skills.
- A dynamic personality.
- Sound judgement and decision-making skills
- Be adept at multi-tasking with excellent planning, organizational and time management skills
- Be proficient in Microsoft Office Suite.
- Salesforce management experience a plus
Responsibilities:
• Supervise and support members of the customer service function in their day to day tasks pertaining to the opening of new accounts, downloading trading platforms and other general inquiries as they relate to FX trading.
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Recording statistics, user rates and the performance levels of the centre
• Preparing reports on these statistics, rates and performance levels
• Handling the more complex customer complaints or enquiries
• Provide weekly management reports to appointed members of leadership team at Head Office
• Proactively raise issues that arise with prospects, clients and internal staff to ensure the best possible solution is developed and executed
• Lead the team in responding to customer email and phone queries in a courteous, timely and accurate manner
• Encourage the team to continuously perform according to agreed performance metrics.
• Be integral to developing a positive, internal culture among team members
• Receive and re-direct requests to relevant departments for action and resolution of client issues in a timely manner
• Follow up with prospects and clients where possible to provide a positive experience that mirrors our ambition to be friendly, professional, accountable and fast
• Have an understanding the group's products and services in order to help market and service our clients more effectively
• Lead the teams' efforts to handle customer complaints, provide appropriate solutions within the time limits; follow up to ensure resolution is satisfactory for client.
• Keep records of customer interactions in Freshdesk and personal note taking systems where needed
• Accurate and continuous maintenance of client files
• At all times, be accountable, proactive and team driven in your day to day activities to set a strong example for other members of the Customer Service team
• Complete any other special projects and other related activities as assigned by Manager and/or Head Office
What we offer:
- Large, modern office in a business center
- Comfortable and open working space
- A young, friendly team
- Ability to work twice a month remotely, paid sick leaves and vacation (18 working days)
- Delicious coffee and tea, fruit and cookies for snack
Conditions of work:
Flexible working schedule 24/5:
- Mostly will be Day shift
- Morning, Day and Night shifts
About Wow 24-7
WOW24−7 is an international outsourcing company, based in Kyiv and Lviv. We provide quality customer support services for businesses around the world. Also, we represent Ukraine in the global market as a reliable outsourcing partner.WOW24−7 collaborates with companies from Israel, Germany, Denmark, Switzerland, Netherlands, Sweden, Canada, the USA, etc. Our clients are from 19 countries.
Company website:
https://wow24-7.io/
DOU company page:
https://jobs.dou.ua/companies/wow-247/
The job ad is no longer active
Job unpublished on
29 October 2020
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