The Customer Support Associate will provide a professional and effective service to Swissquote customers, dealing with information requests and issues resolution in a prompt and professional manner. It will ensure efficient clients’ needs management, will monitor chat/email ad phone activity, and coordinate bulk communication from a legal and commercial perspective, guaranteeing good reviews on the most common rating platforms.
Swissquote is looking for someone who has previous customer support experience in F2F or remote roles with a keen interest in the financial markets, and the aim to champion the customer delivering an impeccable customer service.
Responsabilities
- Deal with day-to-day customer queries.
- Respond to incoming emails, chat, phone calls in a prompt and professional manner.
- Supporting clients with technical and troubleshooting issues, via remote support and one-to-one sessions
- Assisting with the opening of client accounts, amending and maintaining client records so the company’s records are accurate.
- Dealing with complaints of a varying nature promptly and effectively
- Help and support customers in understanding terms, conditions, and procedures
- Liaising with all departments to resolve issues, coordinating communication internally and externally
- Impeccable telephone etiquette is a must
Undertake any other reasonable duties that may be required from time to time by your manager.
- Previous experience in a custom related/support function for a minimum of 1 year
- Knowledge and experience of financial markets is a plus
- Computer literate in Microsoft Office packages, particularly Excel
- Experience using MT4/MT5 platforms is a plus
- Excellent English and Italian, both written and spoken.
- Excellent telephone manner, interpersonal skills
- Very well organised with good time management skills
- Able to take proactive action when necessary
- Pays attention to detail
- A resilient, enthusiastic and self-motivated
