At a Glance
- Tasks: Assist clients with trading accounts and resolve technical issues for a smooth experience.
- Company: Join CXM Group, a fast-growing global Fintech with a vibrant multinational team.
- Benefits: Enjoy competitive salary, KPI bonuses, night shift allowance, and growth opportunities.
- Other info: Flexible shifts and a modern tech stack await you!
- Why this job: Be part of a collaborative team where your contributions truly matter.
- Qualifications: Experience in customer support, preferably with knowledge of Forex trading.
The predicted salary is between 24750 - 30250 £ per year.
CXM Group was established in 2015 primarily as an institutional liquidity provider. CXM is a highly regulated and fast-growing global Fintech group with multiple regulatory licenses, including FCA and Mauritius, spanning global presence with 20+ offices in London, New York, Dubai and Southeast Asia with a 250+ multinational team.
Reporting Line: Reports directly to the Head of Customer Support
General Purpose: The General purpose of the position is to ensure a smooth, reliable, and positive experience for clients who trade using our platforms. This involves assisting clients with their trading accounts, resolving technical or transactional issues, and providing clear information about the company's products, services, and trading platforms.
Job Role:
- Effectively manage company communication channels, including live chat, emails, and phone calls
- Identify and assess customers' needs to ensure a high level of satisfaction
- Receive and handle inquiries from new leads and existing clients via phone, chat, email, and client portal
- Provide timely and accurate support to clients within the specified time frame
- Maintain and update CRM records with all customer interactions and actions taken
- Coordinate with internal departments by creating and assigning tasks for inquiries that require further investigation
- Follow up with clients and schedule callbacks to ensure resolution and customer satisfaction
- Work independently as well as collaboratively in a team environment
- Adhere to standard operating procedures and company policies at all times
Requirements:
- Proven experience in a customer support or client service role
- Previous experience or background in Forex trading or the financial markets is a strong advantage
- Excellent command of English and Portuguese, both spoken and written
- Proficient in Microsoft Office applications (Word, Excel, Outlook)
- Strong phone communication skills with active listening abilities
- Ability to work under pressure and meet tight deadlines
- Excellent communication, problem-solving, and presentation skills
- Flexible to work on a weekly rotating shift schedule (morning, afternoon, and night shifts in the near future)
Benefits:
Employer Value Proposition: Join a collaborative team where your expertise is valued, and individual contributions extend beyond daily support tasks. You'll work with a modern tech stack, enjoy meaningful autonomy in how you approach challenges, and have clear opportunities for personal and professional growth.
Benefit of working at CXM: Competitive Salary along with KPI Bonus, Night Shift Allowance, Growth Opportunities, Collaborative Team.
Customer Support Officer in London employer: CXM
As the Head of Prop Operations, you will join a dynamic and innovative team that values collaboration and continuous improvement. Our company fosters a supportive work culture where employee growth is prioritised, offering opportunities for professional development and the chance to lead cutting-edge projects in a thriving location. With competitive benefits and a commitment to leveraging technology, we empower our employees to make meaningful contributions while enjoying a fulfilling work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CXM. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CXM before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Officer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CXM:Your cover letter is your chance to shine! Tell us why you want to work at CXM specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CXM!
How to prepare for a job interview at CXM
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
