Customer Support Executive - Kenya

About Exness

Exness is a pioneering trading broker employing more than 2,000 people across 13 countries, serving over a million clients worldwide. Renowned as a Best Place to Work, the company prioritizes its people and long-term success by innovating fintech with advanced technology and care.

Role Overview

As a Customer Support Executive based in Nairobi, Kenya, you will deliver exceptional support and resolve issues across various communication platforms such as live chat, telephone, and email. This hybrid role requires you to work four days onsite in the Kenya office and one day remotely each week.

Key Responsibilities

• Efficiently handle client inquiries and problems using multiple applications while maintaining precision and attention to detail.
• Escalate complex issues to specialists through tools like Salesforce or Jira as appropriate.
• Keep clients informed about the progress of their requests.
• Conduct hourly verification of documents submitted by clients from designated regions.
• Generate and interpret reports and documentation accurately as part of your duties.
• Enhance understanding of Exness’s business operations by attending seminars and meeting assessment benchmarks.
• Meet quarterly KPIs as established by the Customer Support manager.
• Complete additional tasks as delegated by your manager.

Candidate Profile

• Proficient communication skills in English; fluency in native languages is a plus.
• Strong client interaction and communication capabilities.
• Excellent multitasking and troubleshooting talents.
• Customer service-driven mindset.
• Bachelor's degree in Business Administration or related field.
• Highly motivated, dependable, and self-driven.

Benefits and Perks

• Competitive and attractive salary package.
• Wide-ranging learning programs including professional certifications, English courses, and trading workshops.
• Comprehensive health and life insurance coverage extending to employees’ spouses and children, which includes vaccinations, various health tests, mental health services, and vision and dental care.
• Generous leave policy featuring 21 days of annual leave plus paid sick leave.
• Reimbursement for sports club memberships or physical activity expenses.
• Coverage for holiday flight tickets and accommodations within annual limits.
• Meal and transportation allowances.
• Education allowance to support children’s school and kindergarten fees.
• Engaging team-building activities and corporate social events.

Recruitment Process

• Initial interview with Talent Acquisition (approximately 40 minutes).
• English language proficiency test (up to 30 minutes).
• Written assessment to be completed within one day.
• Brief interview with the trainer (15 minutes).
• Final interview lasting around one hour.

Additional Information

Exness prides itself on being an equal opportunity employer valuing diversity and inclusion regardless of race, color, religion, gender, sexual orientation, or disability. The company reserves the right to modify or withdraw job openings at its discretion. Personal data collected during recruitment may be processed globally in accordance with Exness’s data protection policy. Exness does not charge any fees for job applications and advises candidates to be wary of unauthorized solicitations.