Customer Support Specialist

1 week ago


Amman, Amman, Jordan Deriv Full time
{"title": "Customer Support Executive", "description": "Job Summary

As a Customer Support Executive at Deriv, you will be responsible for handling customer inquiries and concerns about our products. Your excellent communication skills and strong knowledge of Deriv\u2019s products will be essential in providing top-notch support to our clients.

Key Responsibilities
  • Identify and resolve customer experience issues on our website and platforms by collaborating with cross-functional teams to implement solutions that optimize user journeys.
  • Provide proactive support to customers via email and live chat, cultivating a personalized experience and motivating users to adopt new product and service opportunities that correspond with their changing needs.
  • Gather customer feedback and provide suggestions for improvement, with a focus on driving customer satisfaction and loyalty.
  • Perform back-office duties as required, including updating customer records and ensuring compliance with KYC, AML, and due diligence controls according to relevant regulations and policies.
Senior CS Executive Responsibilities
  • Provide leadership and guidance to our existing Customer Support Executives by acting as the point of contact for any customer-related issues or escalations between Executives and Team Leads.
  • Collaborate with the Customer Support Training team to provide SOP or product-related updates and conduct necessary first-hand training.
Requirements
  • Excellent communication skills and a problem-solving approach.
  • A positive, empathetic, and professional attitude.
  • Willingness to work in rotating shifts and on weekends and public holidays.
  • An ability to work independently in a fast-paced environment and navigate changes efficiently.
  • Excellent spoken and written English communication skills.
What\u2019s Good to Have
  • Experience working with customer service.
  • Skilled in using CRM tools, including Live Chat, and translation tools for various languages.
  • Previous experience within the FX, Crypto, Trading, or Banking industry.
  • Good understanding of financial products.
  • Proficiency in other languages.
Benefits
  • Growth-inducing challenges.
  • Productive work atmosphere.
  • Cooperation, support, and empowerment.
  • Career progression opportunities.
  • Market-based salary.
  • Annual performance bonus.
  • Health benefits.
  • Casual dress code.
", "lang_code": "en"}

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