Job Purpose

The primary role of this position is to provide support to our global clients for our complete suite of e-FX & Crypto products.

Job Background & Context

In this position, you'll be responsible for ensuring that every client can trade during their hours of operation and that all trades are completed and booked with no out-trades or pending trades at settlement. The job involves building and maintaining customer relations and providing domain and technical support to the customer base. Strong Customer service skills are required for this role.

Key Responsibilities

• Provide global client support for our e-FX & Crypto line of products, ensuring customers can trade and their trades are being managed correctly.
• Answer client queries. Ensure all outcomes are correctly documented both internally and externally within CRM systems.
• Ensure the Senior management is made aware of any outstanding issues and how they were resolved and any issues that were not resolved by end of shift.
• Become knowledgeable in all the product lines.
• Investigate and resolve, as quickly as possible, any customer issues, whether they are business related or technology related. Liaise with Engineering to ensure that customer issues are resolved appropriately.
• Provide Support based on different scheduled shift times.
• Provide Support during the weekends as per business requirements.
  
  

Development Value

The successful candidate will be able to solve extremely complex FX & Crypto related trading issues and interact directly with clients via phone, email and ticketing systems.

Person Specification

Knowledge & Experience

• At least 2 years of Foreign Exchange experience gained in a banking or dealer environment.
• 2 years e-platform experience.
• 2 years of FX support experience either within a financial institution or with a vendor within this domain.
  
  

Skills

• Strong communication skills oral and written, especially under stressful conditions.
• Professional demeanour and strong work ethic.
• Ability to talk to clients in their own language - i.e. understanding of common trading terms and FX colloquialisms.
  
  

Qualifications

Must have finance domain experience and in customer service domain is preferred.

Competencies

The candidate must be able to manage the client facing communication as well as internal communication. The candidate should be able to multitask while working with different software, CRM and Support hotline.