Key Accountabilities

• Customer Engagement: Proactively contact existing customers via phone, email, or other communication channels to understand their concerns, inquiries, and reasons for potential service discontinuation.
• Relationship Building: Establish strong rapport with customers and demonstrate empathy while actively listening to their feedback and concerns.
• Problem Resolution: Identify and address customer issues, seeking appropriate solutions to retain their business and ensure a positive customer experience.
• Product Knowledge: Demonstrate a thorough understanding of the company’s products and services to effectively communicate their benefits and value to customers.
• Selling the benefits of our trading platform to new customers.
• Offer Tailored Solutions: Customize offers, promotions, and discounts based on the customer’s needs and preferences to encourage retention.
• Negotiation and Persuasion: Utilize negotiation skills and persuasive techniques to overcome objections and retain customers who may be considering cancelling or downgrading services.
• Record Keeping: Accurately document all customer interactions, feedback, and actions taken in the CRM system.
• Customer Feedback: Gather valuable customer insights and feedback to share with relevant teams for continuous improvement of products and services.
• Retention Targets: Work towards achieving individual and team retention targets set by the company, contributing to overall business goals.
• Cross-Selling and Upselling: Identify opportunities to introduce additional products or services that align with the customer’s needs, potentially leading to upselling or cross-selling opportunities.
• Compliance and Data Protection: Ensure compliance with company policies, data protection regulations, and confidentiality guidelines during all customer interactions

Qualifications

• A minimum of a bachelor’s degree with relevant recent work experience.

Experience

•     1-2 years of experience in customer service, sales, or a similar client-facing role. Experience in handling customer complaints or working in retention-related positions is often preferred.
•     Previous experience in negotiation or persuasion techniques is essential for convincing clients to stay with the company or continue using its services.
•     Proficiency in the use of MS Office
•     Detail-oriented, reliable, and resourceful.
•     Positive attitude, and good problem-solving skills for dealing with customer complaints.
•     Strong organisation skills, with the ability to thrive in a fast-paced, constantly changing environment.
•     Bring a passion for service excellence

Desirable

•     Experience within the Financial Services, Banking, or Trading industry
•     Knowledge of forex, CFD trading, and the markets is desirable.