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Customer Support Agent

Spotware Systems is searching to recruit a Customer Support Agent with solid experience in Back Office or Customer Support.
IMPORTANT: Position is based on rotating weekly shifts (8am-4pm, 4pm-12am, 12am-8am).

Please do not apply if you are not intended to work on a shift-basis.

Responsibilities:

  • Provide information to Clients and prospects regarding the Company
  • Answer all emails received from clients regarding queries on account opening process as well as amending existing accounts
  • Monitoring debits, credits and inter-account fund transfers, ensuring that mistakes are minimized
  • Keep client records (i.e. agreements, ID documents, investor questionnaire, Know Your Client information) in electronic form
  • Investigating and resolving any discrepancies in payments by communicating with banks and processors
  • Deposit fraud prevention and chargeback disputes
  • Ensuring that all Payment Gateways are online and working properly
  • Ensuring that fraudulent transactions are investigated and resolved, placing procedures to minimize them
  • Establishing and maintaining working relationships with various payment vendors
  • Carries out any further duties assigned
  • Process applications for the opening of new client’s accounts into the Company’s software
  • Amend existing Client Accounts (i.e. Valid Documents, updated information)
  • Implement strong Know Your Client procedure to all potential and existing Clients,
  • Ensure that all necessary documentation are collected and update the Company’s software about the collection of these documents
  • Forward financial matters and requests to the Accounting Department
  • Liaise with the Head of Back office and Head of Customer Support for any queried issues

Requirements:

  • Solid experience in Back Office or Customer Support (preferably of a CySEC regulated)
  • Excellent command of the English language – Other EU language at a professional level will be highly appreciated
  • Knowledge of forex industry is a strong advantage
  • CySEC Advanced or Basic Examination Certification will be considered as an advantage
  • Ability to work under pressure and meet daily deadlines
  • Excellent communication skills
  • Attention to detail and procedures
  • Professionalism, integrity and trustworthiness

What we offer:

  • Health insurance
  • Friendly working environment
  • Regular company events
  • Personal development opportunities
  • And much more

This is an excellent opportunity to work in a growing FX Trading company, in a challenging and demanding working environment which offers career prospects and rewards to thriving members of the team.

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