Customer Retention Officer (Brazil)

FxPro

4d•Onsite

About The Position

Join FxPro, a leading international fintech company, as a Customer Retention Officer. Be part of our expanding international team with offices in Limassol, London, Nassau, Armenia, and Dubai. FxPro has a diverse workforce of over 500 employees representing 40 nationalities, creating an exciting and dynamic workplace. As a Customer Retention Officer, you will be responsible for providing comprehensive client support through various channels, managing account verification and funding processes, maintaining high-value client relationships, and gathering and reporting client feedback to ensure operational efficiency and client satisfaction.

Requirements

Fluent in English and Portuguese languages, with excellent written and verbal communication skills
Proven experience in providing customer service and support via chat, email, and phone
Strong problem-solving and analytical skills to address customer issues
Ability to manage multiple tasks and prioritize effectively
Experience with customer support software and CRM systems
Detail-oriented with strong organizational and record-keeping abilities
Ability to build and maintain client relationships

Nice To Haves

Experience in financial services or online trading

Responsibilities

Deliver Service and Support to clients through Live Chat, email and phone, provide support by identifying problems and offering solutions
Focus on communicating with clients via outgoing phone calls for one of many reasons outlined by the head of the department
Contact clients who have not yet completed their account verification; clients who are yet to provide documents or are required to provide additional/alternative documents to verify their profile
Contact clients with defined time frames who are trying but failing to fund their accounts via one of our offered methods. Supporting them with completing this process and offering/suggesting alternatives
Maintain relationships with higher value clients as needed to ensure the smooth continuation of business
Collect feedback from clients with relation to products, services, and payment methods and pass on a detailed email to management to review and implement as necessary
Ensure client records are kept up to date and all communication and guidance provided to clients is recorded
Contact clients for any pending matters related to their accounts
Anything else that the head of the department deems necessary
Handle the tickets in the live chats in the designated languages
Perform any other duties and responsibilities assigned by the Account Manager or management team