CXM Direct

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.

Customer Support Specialist