Client Services Specialist

Alchemy Group

Client Services Specialist assisting EU and international clients in financial inquiries. Managing customer support through various channels, ensuring satisfaction and adherence to SLAs.

Posted 7/30/2026full-timeLimassol • 🇨🇾 CyprusJunior💰 €1,700 - €2,200 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service within the financial sector, with a strong focus on effective communication, problem-solving, and adherence to service level agreements. Proficient in utilizing CRM systems and familiar with FX/CFD brokerage operations.

Highest-signal resume keywords

Customer Service ExperienceFX/CFD Brokerage KnowledgeCRM System ProficiencyExcellent Communication SkillsFluency in English and Additional Languages

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Inquiry HandlingMT4/MT5 Platform NavigationTroubleshootingProblem ResolutionSLA AdherenceQualitative Feedback GatheringSecurity ProtocolsData DocumentationTechnical AdaptabilityProcess Improvement

Soft Skills

Excellent CommunicationDe-Escalation SkillsCollaborative MindsetQuick LearnerAdaptability

Tools & Technologies

Ticketing SystemLive Chat SoftwareCRM System

Industry Keywords

Financial MarketsCustomer ServiceStandard Operating ProceduresClient Identity VerificationQualitative Feedback

About the role

Key responsibilities & impact

Handle customer inquiries via the ticketing system, live chat, and telephone in a timely and professional manner.
Strictly adhere to predefined SLAs, including a maximum 2-minute response time for live chats, an ideal initial email/ticket response time of under 10 minutes, and answering all phone calls within 3 rings (10 seconds maximum).
Securely verify client identity prior to discussing any sensitive account details over the phone by utilizing our mandatory security question protocols.
Communicate to and educate customers regarding our products, MT4/MT5 platform navigation, and trading tools.
Identify, analyse, and resolve customer needs and inquiries.
Troubleshoot issues and provide solutions, escalating complex unresolved issues to appropriate teams.
Keep consistent and accurate customer records by timely updating the CRM system.
Gather qualitative customer feedback utilizing the internal "Quote & Context" method, documenting it in the CRM and sharing it in daily reports.
Recognize and raise flags to appropriate departments when there are recurring problems, inferior processes, or outdated procedures.
Keep up to date with industry-related best practices and internal Standard Operating Procedures.

Requirements

What you’ll need

Minimum of 1 year of experience in a customer service-related role.
Knowledge and experience in FX/CFD brokerages will be considered an advantage.
Bachelor's degree in business administration or a related field relating to the financial markets or the finance sector will be considered an advantage.
Excellent knowledge and business fluency in English.
Fluency in any other language (such as German, Spanish, Arabic, or Mandarin) will be considered a strong advantage to support our localized routing logic.
Excellent communication, de-escalation, and problem-solving skills.
A collaborative mindset and a readiness to help wherever needed across our global teams.
A quick ability to learn and adapt to new tasks, technical platforms, and environments.

Benefits

Comp & perks

Competitive Remuneration Package, including discretionary annual performance bonuses
Flexible working hours & hybrid working schedule (1 day weekly remote work)
Medical Insurance coverage
Gym, Health & Wellness allowance fee
Free Parking & monthly parking allowance fee
Loyalty and Birthday rewards, (including paid time off)
Discount Scheme
Collaborative, transparent and innovative work environment
Modern offices near the seaside