Spanish-Speaking Support Agent (FinTech) Limassol

Are you fluent in Spanish and English and ready to grow your career in the financial sector?

Our client, a well-established and regulated Forex Company is currently seeking a customer-focused, Spanish-Speaking Support Agent to join their team in Limassol.

In this client-facing role, you will serve as the primary point of contact for Spanish-speaking clients, providing professional and timely assistance via phone, email, and live chat. Your communication skills, attention to detail, and ability to resolve issues efficiently will play a key role in enhancing the overall client experience.

Information:

• Salary range - depending on experience: 2,300 to 2,500 gross (x13 instalments)
• Working hours: Shifts of 08:00-16:00 and 16:00-00:00
• Experience in the forex industry is required

Key Responsibilities:

• Provide top-tier customer support to Spanish-speaking clients regarding forex trading, accounts, and transactions via phone, email, and chat.
• Address customer inquiries, concerns, and issues promptly and professionally, ensuring a positive experience at all stages of the trading process.
• Troubleshoot and resolve forex-related issues, including account inquiries, transaction issues, platform navigation, and trade execution.
• Document customer interactions and maintain accurate records in the CRM system to track issues and resolutions.
• Collaborate with internal teams, such as technical support and account management, to escalate complex trading or platform issues and ensure swift resolution.
• Assist customers with information about forex products, platform usage, account management, deposits, withdrawals, and other related services.
• Follow company policies, industry regulations, and compliance standards to ensure a high level of service and legal adherence.
• Identify opportunities to enhance customer satisfaction and provide valuable feedback to management for service improvements.
• Meet or exceed performance metrics, including response time, resolution rate, and customer satisfaction.

Requirements:

• Fluency in Spanish and English (both written and spoken) is required.
• Previous experience in customer service, support, or a related field, within the financial or forex services industry.
• Excellent verbal and written communication skills, with the ability to explain complex forex concepts in simple terms.
• Strong problem-solving and critical-thinking abilities, especially in the context of financial transactions, forex trading platforms, and account management.
• Ability to manage multiple customer interactions simultaneously and prioritize tasks effectively in a high-paced environment.
• Proficiency in using customer support software, CRM systems, and communication tools.
• Patience, empathy, and a customer-first attitude, especially when dealing with financial and trading-related concerns.
• Ability to work flexible shifts, including weekends and holidays, if required.

Preferred Qualifications:

• Familiarity with the functionality of forex platforms, trading accounts, and understanding forex market operations.
• Experience working with financial products, including currency pairs, market orders, and trading strategies.
• Experience in SaaS or tech support environments, especially those related to financial services or forex platforms.

Benefits:

• 13th salary
• Monthly allowance towards gym membership or health insurance coverage (after probation period).
• Additional personal leave of 2 additional hours per month for, totaling an extra 3 days per year.
• Complimentary breakfast and lunch on designated days every two weeks, daily refreshments and snacks.
• Career growth opportunities and a supportive environment.
• Employee discount scheme

Apply now via Emerald Zebra, by sending your CV to Margarita Savva: margarita.savva@emeraldzebra.cy