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- Tasks: Support clients through various channels, ensuring a top-notch experience and resolving queries efficiently.
- Company: Join Eightcap, a dynamic fintech company revolutionising online trading with innovative tools and insights.
- Benefits: Enjoy perks like a collaborative culture, ongoing career development, and private health insurance.
- Why this job: Be part of a fast-paced team that values your input and fosters professional growth in the finance sector.
- Qualifications: Fluent in Spanish and English, with proven customer support experience and strong analytical skills.
- Other info: Opportunity to work on exciting projects and contribute to a diverse and inclusive workplace.
The predicted salary is between 24000 - 36000 £ per year.
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Eightcap is a dynamic online trading provider focused on delivering great trading tools and pro trading insights to enable smarter trading.
We combine the agility of a fintech company with the stability of a trusted financial institution to deliver trading technology and solutions for B2B clients and traders, empowering them to succeed. Our culture is fast-paced, collaborative, and innovative.
The Company is headquartered in Melbourne, Australia with offices in the UK & Cyprus and support offices in The Bahamas and Bulgaria.
The Customer Service team plays a pivotal role in ensuring that every interaction with our customers is a positive and memorable experience. Committed to the highest standards of service, the Customer Service team is adept at addressing customer queries, concerns, and issues with speed and efficiency. Armed with in-depth knowledge of our products and services, our team guides customers through their journey, offering troubleshooting assistance, and relevant information.
We are seeking an experienced Customer Support Representative to support Eightcap’s growth by onboarding new accounts, responding to account queries, communication with our new and existing clients, and continuing the maintenance of strong and reputable relationships within the LATAM region. This role will primarily focus on inbound customer support, ensuring an exceptional experience for our clients.
The ideal candidate will be fluent in Spanish and English languages, have a strong background in Support and a proven ability to deliver results in a fast-paced, high-performance environment. This role plays a key part in driving our mission to provide an exceptional experience to both our clients and team.
Key Responsibilities
- Respond to incoming enquiries from clients via whatsapp, email, live chat and telephone in a timely and professional manner.
- Provide exceptional client support, including technical, operational and basic trading assistance.
- Respond to client queries relating to account management.
- Process new account applications and onboard new clients from the LATAM region.
- Update and configure existing accounts according to client demand.
- Ensure industry and company standards for compliance, including AML/KYC, are met
- Document customer feedback and promptly escalate unresolved issues as needed
- Maintain good communication with colleagues across the business worldwide to ensure client needs are met in a timely manner.
- Provide assistance in the creation and implementation of new procedures and processes.
- You will be an example of our company\’s values, showcasing them in every task you undertake.
Requirements
- Ability to work hours which reflect the LATAM region
- Proven experience providing customer support or client experience in a professional team environment via telephone and livechat channels
- 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 on public holidays if required
- An understanding or interest in trading, FX or general finance.
- Experience with Salesforce Service Cloud
- Experience with customer service operations and performance metrics.
- Knowledge of UX/UI principles and conversational design.
- Aviva workplace pension
- Vitality private health insurance
- Parental leave
- Collaborative team culture
- Ongoing investment in your career development, including technical and professional training
- Being part of an exciting new project for the company
Are you interested in this opportunity but don’t meet every requirement? Eightcap endeavours to create an inclusive and diverse workforce by offering an opportunity for the right people and so we encourage you to apply.
We respectfully ask that no recruiters contact anyone at Eightcap regarding this role.
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Customer Support Representative employer: Eightcap
Contact Detail:
Eightcap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative
✨Tip Number 1
Familiarise yourself with Eightcap's products and services. Understanding their trading tools and insights will not only help you answer customer queries effectively but also demonstrate your genuine interest in the company during interviews.
✨Tip Number 2
Brush up on your Spanish and English communication skills, especially in a customer service context. Being fluent in both languages is crucial for this role, so practice responding to common customer inquiries in both languages.
✨Tip Number 3
Gain a basic understanding of trading, FX, and finance. This knowledge will enable you to assist clients more effectively and show that you're proactive about learning the industry relevant to your role.
✨Tip Number 4
Prepare for a fast-paced environment by developing your multitasking skills. Practice managing multiple responsibilities simultaneously, as this will be essential when handling various client queries and support requests.
We think you need these skills to ace Customer Support Representative
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and requirements for the Customer Support Representative position. Tailor your application to highlight relevant experience in customer support, especially in a fast-paced environment.
Highlight Language Skills: Since fluency in Spanish and English is essential, make sure to emphasise your language skills prominently in your CV and cover letter. Provide examples of how you've used these languages in a professional setting.
Showcase Relevant Experience: Detail your previous experience in customer support or client-facing roles. Use specific examples that demonstrate your ability to handle inquiries, resolve issues, and maintain strong relationships with clients, particularly in the LATAM region.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your enthusiasm for the role and the company. Mention your understanding of trading and finance, and how your skills align with Eightcap's mission to provide exceptional client experiences.
How to prepare for a job interview at Eightcap
✨Showcase Your Language Skills
Since the role requires fluency in both Spanish and English, be prepared to demonstrate your language proficiency during the interview. You might be asked to switch between languages or respond to questions in both, so practice speaking clearly and confidently in both tongues.
✨Understand the Trading Environment
Familiarise yourself with basic trading concepts, especially in the FX market. Being able to discuss trading tools and insights will show your genuine interest in the industry and help you connect better with the interviewers.
✨Prepare for Scenario-Based Questions
Expect to answer scenario-based questions that assess your problem-solving skills and customer service approach. Think of examples from your past experiences where you successfully handled difficult customer interactions or resolved issues efficiently.
✨Emphasise Team Collaboration
Highlight your ability to work well in a team, as the role involves maintaining good communication with colleagues worldwide. Share examples of how you've collaborated with others to achieve common goals or improve customer experiences.
