CUSTOMER SERVICE REPRESENTATIVE

Position description

Position title:

Customer Service Representative

Department:

Customer Service

Location:

Jollibee Tower

Type of Employment:

Full Time

Reports to:

Head of Customer Service

Company Overview

Eightcap is an Australian online financial trading Company that specialises in foreign exchange (Forex) and contract for difference (CFD) trading, offering over 250 tradable instruments to retail clients. The Company is headquartered in Melbourne, Australia and has support offices in the UK and Bulgaria.

Quickly becoming a leader in its field, the Company has gone from strength to strength, experiencing rapid growth. Because of this, we are looking for a Customer Service Representative

 to join the Customer Support Team.

Purpose of the Position

●        To have a natural empathy and rapport with clients, a strong work ethic and attention to detail, and be ready and willing to pick up the phone and speak to people.

Key Responsibilities,

●        Provide inbound and outbound client support via phone, email and live chat in a timely & professional manner.

●        Manage administration of customer accounts

●        Early identification of system outages and management of customer expectations.

●        Ongoing assistance in the implementation of new systems and processes

●        Meet KPIs and agreed to service standards.

Selection criteria

Experience and Knowledge:

●         Post-secondary education or the equivalent experience in the field - minimum

●        Proven experience working in a professional team environment

●        Strong customer service/sales/account management skills

●        Ability to manage and prioritise multiple tasks in a fast-paced environment

●        Knowledge/interest in Financial Markets

Skills:

●        Excellent phone manner

●        Good written communication skills

●        Good organisational capability

●        Ability to think analytically & troubleshoot day-to-day issues

●        Teamwork

Cultural Awareness:

●        Values and respects diversity

●        Ability to work with individuals from multi-cultural backgrounds.

Benefits:

●        Ongoing training provided.

●        Easy access to public transport.

●        Team events.

●        Great multicultural environment.

●        Collaborative team culture.

●        Opportunity to learn from some of the best in business.

Growth Opportunity:

Growth into a Senior Account Manager role

In-depth working knowledge of trading Financial Markets

Cross-team exposure in a rapidly growing business

Potential for promotion to more senior roles as the company grows.