CareerFinders, on behalf of our client, a very well-established and International Investment Firm with offices in Limassol, we are seeking to recruit a highly experienced candidate for the position of Head of Customer Support.
Identifying and reporting department issues on a weekly basis to top management. Creating and following up with solutions.
Closely monitoring client satisfaction levels and identifying any changes in data.
Monitoring department KPIs to ensure all are being met.
Constantly providing innovative ways to improve the overall client experience.
Researching and providing feedback to top management on new technology/service providers that may help improve the department/client experience.
Recruiting, reviewing and training new resources.
Ensuring the department is sufficiently staffed and maintaining a workable 24/7 rota.
Ensuring a highly motivated and enthusiastic department atmosphere.
Settling internal disputes in a fair and effective manner.
Creating, distributing and updating department manuals.
Documenting and finalising department procedures.
Assisting the supervising team with more technical trade queries from clients.
Communicating company updates to the team.
Making decisions relating to client refunds and gestures of goodwill.
Maintaining excellent inter office relationships.
Arranging and approving team bonuses where applicable.
Settling client complaints - including negotiations with external FOS cases.
Creating training material, arranging training sessions and maintaining a training register.
Conducting and recording probationary and annual employee reviews.
Monitoring online review sites/social media channels and providing replies to negative reviews where necessary.
At least 3 years’ experience in a supervisory/managerial position within the FX sector.
At least 5 years’ experience in the FX sector.
Fluent in verbal and written English to business standard.
Enthusiastic and ‘can do’ approach to customer service.
Ability to remain calm and focused in a fast-paced environment.
Excellent organisational, reporting and communication skills.
Willing to work in a regulated environment and observe the guidelines set by the relevant governing body.
A high level of professionalism and personal integrity.