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Job description
About FxPro
Join FxPro, a prominent global fintech firm with a multicultural workforce of over 500 staff from 40 nationalities. Our offices span Limassol, London, Nassau, Armenia, and Dubai, offering a dynamic and diverse work environment where every team member contributes to our success.
Position Overview
As a Customer Retention Officer based in Nairobi, you will provide thorough client assistance across multiple communication channels, oversee account verification and funding stages, nurture relationships with high-value clients, and relay client insights and feedback to enhance operational processes and satisfaction.
Key Responsibilities
- Offer customer service via live chat, email, and phone, diagnosing issues and proposing solutions.
- Proactively contact clients through outbound calls for various purposes defined by management.
- Follow up with clients lacking completed account verification, helping collect required documents or alternatives.
- Assist clients experiencing difficulties funding accounts, guiding them through resolution or alternative payment methods.
- Maintain engagement with top-tier clients to support ongoing business relations.
- Gather and communicate detailed client feedback on products, services, and payment options to management for review and action.
- Keep client records current, documenting all communications and advice given.
- Reach out regarding any unresolved account-related matters.
- Support live chat ticket handling in specified languages.
- Perform additional tasks as assigned by department leadership or account managers.
Qualifications and Skills
- Fluency in English and Swahili, with strong spoken and written communication.
- Demonstrated experience in customer support via chat, email, and phone channels.
- Proficient problem-solving and analytical capabilities to tackle client challenges.
- Capacity to juggle multiple responsibilities effectively with good prioritization.
- Familiarity with customer support platforms and CRM tools.
- Meticulous attention to detail coupled with strong organizational and record-keeping skills.
- Proven ability to develop and sustain positive client relationships.
- Previous involvement in financial services or online trading industries.
Benefits
- Competitive salary package.
- Annual leave entitlement of 21 days plus an additional 15 sick days.
Industry
FinTech