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Customer Support Associate

2 months ago

London, Greater London, United Kingdom Swissquote Full time

About Swissquote

We are the Swiss Leader in Online Banking, providing trading, investing, and banking services to over 500,000 clients through our performant and secured digital platforms.

Job Description

The Customer Support Associate will provide a professional and effective service to Swissquote customers, handling information requests and issues resolution in a timely and professional manner. This role will ensure efficient clients' needs management, monitor chat/email and phone activity, and coordinate bulk communication from a legal and commercial perspective, guaranteeing good reviews on common rating platforms.

Responsibilities

  • Deal with day-to-day customer queries.
  • Respond to incoming emails, chat, and phone calls in a prompt and professional manner.
  • Support clients with technical and troubleshooting issues via remote support and one-to-one sessions.
  • Assist with the opening of client accounts, amending and maintaining client records to ensure accurate company records.
  • Deal with complaints of varying nature promptly and effectively.
  • Help and support customers in understanding terms, conditions, and procedures.
  • Liaise with all departments to resolve issues, coordinating communication internally and externally.
  • Impeccable telephone etiquette is a must.

Requirements

  • Previous experience in a customer-related/support function for a minimum of 1 year.
  • Knowledge and experience of financial markets is a plus.
  • Computer literate in Microsoft Office packages, particularly Excel.
  • Experience using MT4/MT5 platforms is a plus.
  • Excellent English and Italian, both written and spoken.
  • Excellent telephone manner, interpersonal skills.
  • Very well organized with good time management skills.
  • Able to take proactive action when necessary.
  • Pays attention to detail.
  • A resilient, enthusiastic, and self-motivated individual.