Respond promptly and professionally to client enquiries via email, live chat, and telephone.
Deliver exceptional client support, including technical, operational, and basic trading assistance.
Address client queries related to account management.
Update and configure existing client accounts according to their needs.
Ensure compliance with industry and company standards, including AML/KYC regulations.
Document client feedback and escalate unresolved issues in a timely manner.
Collaborate effectively with colleagues across the business to ensure client needs are met.
Assist in developing and implementing new procedures and processes.
Embody the company’s values in all interactions and responsibilities

Professional fluency in English, written & verbal.
Ability to explain complex issues in a clear and simple manner.
Good listening skills and empathy for clients’ concerns.
Proven experience providing customer support or client experience in a professional team environment.
Strong ability to work as part of a team but also independently as required.
Computer literacy, above average data entry skills and attention to detail.
Ability to think analytically and troubleshoot day-to-day issues.
The ability to effectively manage and prioritise multiple responsibilities in a fast-paced and dynamic business environment.
Ability to work flexible hours or shifts (weekends, public holidays, hours that reflect the LATAM region) if needed.
Previous experience with Salesforce Service Cloud would be advantageous.

Customer Support Specialist

Key skills