Job Title: Forex Customer Support / Service Specialist

Role Description

A Forex Customer Support Specialist (or Forex Customer Service Specialist) plays a critical role in providing support and assistance to clients who trade in the foreign exchange (Forex) market. Below is an overview of the responsibilities, skills, and qualifications typically associated with this role

Primary Responsibilities:

·      Respond to customer inquiries via phone, email, live chat, and social media in a timely and professional manner.

·      Resolve product or service problems by clarifying the customer's issue, determining the cause, selecting and explaining the best solution, and following up to ensure resolution.

·      Provide technical support to customers experiencing issues with products or services, including troubleshooting and guiding them through problem resolution.

·      Build and maintain strong relationships with customers to enhance customer loyalty.

·      Document and update customer interactions in the CRM system to ensure accurate records of all communications.

·      Identify opportunities to upsell or cross-sell products and services that may benefit the customer.

·      Stay updated on product information, changes, and updates to provide accurate and current information to customers.

·      Conduct product training sessions for customers when necessary.

·      Collaborate with other departments, such as Sales, Marketing, and Product Development, to resolve customer issues and improve customer experience.

·      Provide feedback to the team on recurring issues or customer concerns to help improve processes and products.

·      Track and report on customer support metrics, such as response times, resolution times, and customer satisfaction scores.

·      Maintain detailed records of customer interactions and resolutions for future reference and analysis.

Skills

Key Skills and Competencies:

·      Bachelor’s degree in Business, Communications, Information Technology, or a related field is preferred.

·      2-4 years of experience in customer service or technical support roles, preferably in a related industry.

·      Proficiency in using CRM software and other customer service tools.

·      Understanding of the Forex market, including currency pairs, trading strategies, and market analysis would be advantageous.

·      Ability to provide high-quality customer service, including effective communication, problem-solving, and relationship-building skills.

·      Familiarity/Understanding with Forex trading platforms (e.g., MetaTrader 4/5, cTrader or similar tools) and the ability to troubleshoot technical issues.