Customer Support Representative providing first - line support to users of the SOFMEDICA platform in Romania. Troubleshooting issues, guiding users, and maintaining customer satisfaction with the service.
About the role
- Lead the Client Services team handling client interactions at a top-rated trading platform. Focus on enhancing client experience and developing team capabilities.
Responsibilities
- Lead the Client Services team by setting a positive example in handling emails, live chats, and phone calls with clients.
- Build strong relationships with other departments, advocating for the interests of the clients.
- Handle escalated client interactions to ensure satisfactory resolutions.
- Create and analyse management reports to identify trends and opportunities for further improvement in the service provided to clients.
- Lead the recruitment, training, and onboarding of new team members.
- Schedule team coverage to ensure adequate support clients during core business hours.
- Conduct regular one-on-one meetings with team members to manage and assess performance against KPIs
- Set clear goals for the team and use coaching skills to encourage personal development.
Requirements
- A client-focused mindset, consistently striving to enhance the client experience.
- An inspiring leader who sets high standards and motivates others to meet and exceed targets.
- Confidence in managing performance standards and encouraging personal development within the team.
- Outstanding verbal and written communication skills.
- Proficient in creating management reports and analysing data.
- Exceptional listening skills, with the ability to effectively understand and address the needs of both clients and team members.
- Flexibility to work shifts from Monday to Friday from the office.
- Experience in financial services, particularly within the CFD industry is highly desirable
Benefits
- Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
- Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
- Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance.
- Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
- Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
- Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
- Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
- Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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