We are seeking a proactive and customer-focused Farsi-speaking Customer Service Representative to join our team - Reporting to the Team Lead, Customer Service. The ideal candidate will be responsible for delivering exceptional support to our Farsi and English-speaking clients, resolving inquiries efficiently, employing a value-based relationship approach such as upselling & cross-selling and ensuring a positive customer experience. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.
Key Responsibilities:
Respond to customer inquiries via phone, email, and chat in Farsi and English
Provide accurate information regarding products, services, and policies
Resolve customer issues promptly and professionally
Maintain detailed records of customer interactions in CRM systems
Collaborate with internal teams to ensure customer satisfaction
Identify and escalate priority issues when necessary
Handling of Back-office queries
Support clients with technical and troubleshooting issues
Deal with complaints of a varying nature promptly and effectively
Meet set performance targets including response time, resolution rate, and customer satisfaction.
Upsell and cross sell to clients by adding value-added services to improve client retention, acquisition & loyalty.
Fluency in Farsi and English (spoken and written)
Previous experience in customer service or a similar role and knowledge of financial market will be considered an advantage.
Strong communication, soft-selling and interpersonal skills
Ability to work efficiently under pressure
Ability to multitask and work in a fast-paced environment
Familiarity with CRM systems and support tools is a plus
Problem-solving mindset and attention to detail
What We Offer:
Competitive salary and benefits
Training and development opportunities
Supportive and inclusive team culture
Career growth within a global organization
Discretionary performance related bonus
Personalized Flexi benefits
Global Employee Assistance Program
Medical insurance for employee and dependents.
What you will love about this role:
“Freedom to succeed” is our core belief. It’s not just a promise we make to our clients and partners, but
to our people too. We want our people to LEAP and so in this role you will…
[Learn] (e.g., from each other/from new projects).
[Exchange] (e.g., information and best practices in an open-minded environment).
[Advance] (e.g., by developing skills and accepting greater responsibilities/ your career progression
and diversification).
[Prosper] (e.g., by acquiring skills/ by nurturing a team of x people).
Exinity is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age.
In the fast-growing economies of the world, there’s a new generation of ambitious younger people eager to gain financial independence. And they’re turning to the world’s financial markets to achieve it. Exinity’s mission is to empower them to succeed. We design, engineer and market a growing range of innovative trading and investing products that meet their expectations for choice, creativity and control, and which are backed by risk management tools, education - and a great customer experience.For over 20 years, Exinity has provided leveraged trading to some two million customers through our global brands Alpari and FXTM. Now, we are adding further brands to our portfolio – with a further three planned for rollout by the end of 2022.Exinity is an energetic and diverse company with offices across Europe, Asia and Africa, and we’re always looking for talented individuals to join us. ‘Freedom to Succeed’ is not just a promise we make to our clients and partners, but to our people too. We’ll help you develop a range of skills, take on early responsibility, and enjoy a rewarding and fulfilling career with a fast-growing, dynamic company.
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