Job Description

Company Description

The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we’re digital, nimble, connected, and united in our vision to create a better way to trade.

We thrive on progress – for our clients and for ourselves. Our organisational culture is ever-evolving, vibrant, diverse, global, and results-focused. You’ll find our 700+ team currently across 12 locations and 9 time zones.

The Role

As a Client Experience Officer, you will be at the forefront of delivering outstanding client experiences! You'll engage with clients through various channels, including live chat, email, social media, and phone, both before and after sales. Reporting directly to the Client Experience Team Leader, you'll collaborate closely with fellow team members to enhance our services. In this dynamic role, you'll keep an eye on trading conditions, tackle client challenges head-on, and compile valuable reports reflecting client feedback and requests. Your mission will be to provide top-notch customer service while upholding the highest standards of compliance and regulatory requirements established by our company.

Your key responsibilities will include:

• Provide exceptional day-to-day customer support through live chat, email, and phone, ensuring all client interactions align with quality standards and KPIs.
• Monitor and manage the main inbox of Client Experience department and other communication channels, ensuring timely and accurate responses to client inquiries.
• Document and categorize client issues and requests to generate actionable insights for management to improve services and processes.
• Maintain and regularly update the Website Support Page and Knowledge Base to ensure accurate and up-to-date client information.
• Continuously improve client communication methods and channels to enhance the overall client experience.
• Improving the Conversion and Retention ratios for clients who contact the Client Experience team.
• Assisting clients with their account verification whenever required.
   

About you

• Demonstrated experience working in a similar role.
• Strong customer focus, the ability to relate to and understand our clients and a passion for providing excellent customer service.
• Proven ability to effectively communicate both written and verbal.
• Attention to detail with the ability to maintain quality even in busy times.
• Strong relationship building skills, both internally and externally.
• Ability to use good judgment, act and make decisions with integrity.
• Desire and passion for continuous learning, improvement, and innovation.
• Ability to effectively collaborate and work as part of a team.
• Ability to work in a fast-paced and ever-evolving environment where priorities can change quickly.
• Fluency in English
• Ability to live the Pepperstone values
• Committed to ongoing learning and development
   

Why you will enjoy working with us

• Competitive salary structure including company bonus scheme
• Flexible and hybrid working
• Remote working option - work from anywhere for up to 4 weeks per year
• 10 days of Company paid sick leave annually
• 21 days of paid vacation within the first year of employment, increasing to 25 days after one year
• 3 paid volunteering days per year & Workplace Giving Program
• Comprehensive medical insurance with coverage for your healthcare needs
• Pension fund
• Employee referral bonuses for referring top talent to the company
• Ongoing personal development & learning opportunities
• Periodic recognition and reward programs for outstanding performance and achievements
• Frequent events and celebrations
• Genuinely collaborative and friendly culture
• Employee Assistance Program & Wellbeing Initiatives
• Convenient and cozy office located near the Limassol Municipal Garden
   

How to Apply

You can apply by following the link: Client Experience Officer - Pepperstone

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Pepperstone