Head of customer support

Limassol district, Limassol — Agios Nicolaos
Posted: 11.05.2018 13:47 Ad ID: 1949386
  • Job type Full-time
  • Experience Any

Job Description

Our client is a well-established invetsment firm that offers its clients cutting edge trading platforms, low latency connectivity and superior liquidity. With a management team that has significant experience in the Forex, CFD and Equity markets in Asia, Europe and North America, they select the best possible technology solutions and hand pick the best liquidity available in the market. They are currently looking to hire a Head Of Customer Support that will be working within a professional and friendly environment. The ideal candidate will have previous experience in a similar role within the FX sector, excellent communication and problem solving skills.

Job Responsibilities

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


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.

At least 3 years’ experience in a supervisory/managerial position within the FX sector

At least 5 years’ experience in the FX sector

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