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Complaints & Retention Manager - FX Broker in Cyprus

An extremely exciting business opportunity has risen for my client who are expanding their offices in Limassol, Cyprus. They are an award-winning FX Broker with a strong international base and high calibre of staff. I am looking for an individual who is multi-lingual and has a background knowledge of trading to join the buzzing team.

The Customer Services complaint & Retention Associate role is to offer the client base first-class complaint and retention support across a vast range client queries across trading, platform usage, market analysis, compliance/KYC, deposits, etc.

  • The team is responsible for offering our client base first-class support across a multitude of queries, complaint management and retention.

  • They are able to help clients with questions on how our products work, market information, technical queries, trading, and payment queries.

  • They are also able to effectively handle complex trade queries and resolve them without escalation and are responsible for posting adjustments to client accounts.

  • Retention and complaint management is one of the main duties.

  • The customer services have the responsibility to report to senior management the voice of the customer through marketing research, surveys, customer feedback and retention scheme, the aim is to enhance customer experience and positively business impact revenue.

  • With training, you will execute trades for clients over the phone in order to ensure a ‘one call fits all’ complete service to the client base.

  • During working hours Customer services support AML, back office sales and trading services. After normal working hours, the customer services team can review documents for account opening applications for AML and process deposits for back office.

  • Increasing the customer services & retention number of customers includes retention, training and quality monitoring all channels. Ensure that retention targets are achieved, reducing the rate of account closure and complaint peacefully resolved, operational and strategic processes and recognised customer service ‘Best Practice’ are being adhered to.

  • Providing technical and platform support to team members within the function.

  • The Customer Services complaint and retention management associate should be a ‘Recognised Expert' in retention and complaint management’ for strategic and operational development which aims to enhance the customer experiences and to increase retention rate.