Customer Retention Officer

9 hours ago

Kenya FxPro Full time 2,500,000 - 5,000,000 per year

Join FxPro: a leading international fintech company. Be a part of our expanding international team, with offices in Limassol, London, Nassau, and Dubai. FxPro boasts a diverse workforce of over 500 employees representing 40 nationalities, making it an exciting and dynamic workplace. At FxPro, we see each team member as an integral part of our success story.

As a Customer Retention Officer, you'll be responsible for providing comprehensive client support through various channels, managing account verification and funding processes, maintaining high-value client relationships, and gathering and reporting client feedback to ensure operational efficiency and client satisfaction.

Responsibilities:

  • Deliver Service and Support to clients through Live Chat, email and phone, provide support by identifying problems and offering solutions
  • Focus on communicating with clients via outgoing phone calls for one of many reasons outlined by the head of the department.
  • Contact clients who have not yet completed their account verification; clients who are yet to provide documents or are required to provide additional/alternative documents to verify their profile.
  • Contact clients with defined time frames who are trying but failing to fund their accounts via one of our offered methods. Supporting them with completing this process and offering/suggesting alternatives.
  • Maintain relationships with higher value clients as needed to ensure the smooth continuation of business.
  • Collect feedback from clients with relation to products, services, and payment methods and pass on a detailed email to management to review and implement as necessary.
  • Ensure client records are kept up to date and all communication and guidance provided to clients is recorded.
  • Contact clients for any pending matters related to their accounts.
  • Anything else that the head of the department deems necessary.
  • Handle the tickets in the live chats in the designated languages
  • Perform any other duties and responsibilities assigned by the Account Manager or management team.

Requirements:

  • Fluent in English and Swahili, with excellent written and verbal communication skills
  • Proven experience in providing customer service and support via chat, email, and phone
  • Strong problem-solving and analytical skills to address customer issues
  • Ability to manage multiple tasks and prioritize effectively
  • Experience with customer support software and CRM systems
  • Detail-oriented with strong organizational and record-keeping abilities
  • Ability to build and maintain client relationships
  • Experience in financial services or online trading

Benefits

  • Competitive compensation package
  • 21 days off and 10 sick leaves annually

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