Customer Retention Officer (Brazil)

Join FxPro : a leading international fintech company. Be a part of our expanding international team, with offices in Limassol, London, Nassau, Armenia, and Dubai. FxPro boasts a diverse workforce of over 500 employees representing 40 nationalities, making it an exciting and dynamic workplace. At FxPro , we see each team member as an integral part of our success story.

As a Customer Retention Officer, you'll be responsible for providing comprehensive client support through various channels, managing account verification and funding processes, maintaining high-value client relationships, and gathering and reporting client feedback to ensure operational efficiency and client satisfaction.
Responsibilities:

- Deliver Service and Support to clients through Live Chat, email and phone, provide support by identifying problems and offering solutions

- Focus on communicating with clients via outgoing phone calls for one of many reasons outlined by the head of the department

- Contact clients who have not yet completed their account verification; clients who are yet to provide documents or are required to provide additional/alternative documents to verify their profile

- Contact clients with defined time frames who are trying but failing to fund their accounts via one of our offered methods. Supporting them with completing this process and offering/suggesting alternatives

- Maintain relationships with higher value clients as needed to ensure the smooth continuation of business

- Collect feedback from clients with relation to products, services, and payment methods and pass on a detailed email to management to review and implement as necessary

- Ensure client records are kept up to date and all communication and guidance provided to clients is recorded

- Contact clients for any pending matters related to their accounts

- Anything else that the head of the department deems necessary

- Handle the tickets in the live chats in the designated languages

- Perform any other duties and responsibilities assigned by the Account Manager or management team

Requirements:

- Fluent in English and Portuguese languages, with excellent written and verbal communication skills

- Proven experience in providing customer service and support via chat, email, and phone

- Strong problem-solving and analytical skills to address customer issues

- Ability to manage multiple tasks and prioritize effectively

- Experience with customer support software and CRM systems

- Detail-oriented with strong organizational and record-keeping abilities

- Ability to build and maintain client relationships

- Experience in financial services or online trading

Benefits

- Competitive compensation package

- 21 days off and 15 sick leaves annually

Originally posted on Himalayas