Pepperstone Group

The Pepperstone story started in 2010. Our team describes us as a place for the creative and the driven. We’re a team who do things a little differently: we’re a global fintech that was born digital, nimble, connected, and united in our purpose to truly support every one of our customers’ quests for trading mastery. Our people are motivated to develop their careers in FinTech in a vibrant and fast-paced environment. We thrive on progress – for our traders and for ourselves. We possess a unique organisational culture, combined with a vibrant and fast-paced working environment for driven people who want to grow their career in finance and do so with one of the world's fastest-growing FX brokers.

The Role

 

The Customer Experience Officer exits to provide exceptional client experiences through pre and post-sales inbound support to clients via live chat, email, social media and phone. The Customer Experience Officer monitors trading conditions, undertakes client problem solving, and provides reports on client feedback and client requests.

The Customer Experience Officer is responsible for providing excellent customer service whilst also maintaining the highest possible compliance and regulatory requirements set by the company.

Your days will include:

 

• Supporting through live chatting, phone and email.
• Monitoring and responding to the main support inbox and other avenues of client inquires to ensure clients are responded to in an accurate and timely manner
• Recording and cataloguing client issues and requests to provide actionable insight to management
• Maintaining and improving the client communication channels and methods
• Improving the Conversion and Retention ratios for clients who contact the Support team
• A working knowledge of the Customer Due Diligence Function

As our new team member, you'll have:

 

• Ability to work shifts and weekends (essential)
• Demonstrated experience working in a similar role, ideally in bilingual environment
• Strong customer focus and passion for providing excellent customer service
• Proven ability to effectively communicate both written and verbal
• Attention to detail with the ability to maintain quality even in busy times
• Strong relationship building skills, both internally and externally
• Ability to use good judgment, act and make decisions with integrity
• Desire and passion for continuous learning, improvement and innovation
• Basic understanding of and interest in trading, financial markets (desirable)
• Bachelor’s degree in finance, business, commerce or similar (desirable)
  

Perks & Benefits:

• Highly competitive salary
• Genuinely collaborative and friendly culture
• Flexible working arrangements – we value work-life balance
  
• Ongoing Personal Development & Training
• Employee Assistance Program
• Frequent team events and celebrations

Working at Pepperstone

We're a nimble global company, we respond to changes in the markets and regulatory environment quickly. This means we need to collaborate and communicate! You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and continually make progress. You'll also build your career in a supportive environment, with a focus on results, as well as professional and personal growth opportunities. Check out what our team is saying on Glassdoor!

 

Please express your interest by applying through our Pepperstone Careers page as soon as possible. If you've previously applied, we've got your details and will reach out if this role is suitable for you.  https://pepperstonecareers.com/ 

 

Pepperstone is an equal opportunity employer.