Freetrade

Customer Service Specialist

Freetrade

full-time

Posted on:

Location Type: Hybrid

Location: Budapest • Hungary

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Salary

💰 HUF 710,000 - HUF 910,000 per month

About the role

  • Respond to inbound customer questions via chat and email = deliver clear, accurate support in English.
  • Investigate customer-reported issues using internal tools and records = identify root cause and next best action.
  • Resolve customer problems against internal guidelines = achieve first-time-right outcomes and reduce repeat contacts.
  • Prioritise casework by urgency, risk, and SLA = meet response/resolution targets consistently.
  • Escalate complex cases to the Workflow Lead with proposed resolutions = speed up decisioning and unblock customers.
  • Document every interaction, complaint, and feedback in the internal system = maintain audit-quality records and continuity.
  • Follow up with customers after resolution = confirm satisfaction and ensure closure.
  • Learn new products, systems, and service practices through training = stay current and improve service quality.
  • Coach Associates through trainings and internal Q&A support = increase team confidence and performance.
  • Improve processes by proposing changes and owning SME areas = reduce friction, prevent issues, and raise CS efficiency.

Requirements

  • 1–3 years’ experience in a customer support or customer service role (chat/email preferred), with a track record of resolving customer issues end-to-end.
  • Strong understanding of customer service best practices, including empathy, active listening, de-escalation, and taking ownership of resolutions.
  • Experience working in SLA-driven support environments, managing multiple cases or conversations while maintaining quality and response targets.
  • Confidence using ticketing or CRM tools and knowledge bases to document interactions clearly and manage workflows effectively.
  • Ability to handle complex customer cases requiring investigation, sound judgement, and clear communication.
  • Strong attention to accuracy and risk awareness, knowing when to verify or escalate issues rather than guess.
  • A proactive mindset, demonstrated by going the extra mile for customers and identifying opportunities to improve processes or prevent repeat issues.
  • Basic understanding of retail investing concepts and common customer journeys (e.g., account access, deposits/withdrawals, product usage), or the ability to learn quickly.
  • Nice to have: Experience in financial services, fintech, or another regulated environment. Experience supporting or mentoring junior colleagues or contributing to product/process improvements through customer insights.
Benefits
  • Competitive salary - carefully benchmarked.
  • Bonus Scheme - join us and share in our growth. Bonuses are linked to both company success and your individual impact.
  • Sickness coverage - You get a 100% coverage up to 15 days/annum.
  • Cafeteria - an annual budget to spend at your discretion, whether by adding it to your SZÉP card, covering car-sharing expenses, or using it toward your rent.
  • Health Insurance: Our Medicare Blue package provides annual preventive exams, outpatient care, diagnostic tests, and one-day surgeries. Employees also benefit from extensive dental coverage, including annual screenings, professional hygiene treatments, and specialized care for both acute and scheduled dental needs.
  • Enhanced paternity leave: 4 weeks of 100% paid company leave, in addition to the 10 days of statutory leave in Hungary.
  • Employer voluntary pension contributions - with basic and enhanced options to support your long-term financial wellbeing.
  • Learning & Development - We fund industry qualifications so you can grow as a financial services professional.
  • Option to Work From Anywhere - for up to four weeks per year.
  • Holidays - 20 days as a base, plus your birthday off, and one extra day for every year at Freetrade.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportcustomer serviceissue resolutionSLA managementticketing toolsCRM toolsdocumentationprocess improvementinvestigationrisk awareness
Soft Skills
empathyactive listeningde-escalationownershipclear communicationattention to accuracyproactive mindsetcoachingteam performancecustomer satisfaction