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Customer Support Executive

Zeal Capital Market
Heliopolis, Cairo
Posted 2 years ago
75Applicants for1 open position
  • 58Viewed
  • 17In Consideration
  • 40Not Selected
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Job Details

Experience Needed:
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Skills And Tools:

Job Description

  • Confer with customers by telephone or in person to provide information about products or services, take or handle accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Assist clients via Inbound Emails and Chats regarding subjects such as needed documentation, pending deposits/withdrawals, trading platforms, issues with trades and the movements in the markets, among others
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Follow up with clients that are not satisfied to ensure that standards are always kept high
  • Work and coordinate with multiple ZFX departments as well as your colleagues to ensure client requests are always satisfied
  • Give a support to other departments when needed
  • Process deposits, withdrawals, and follow up with key stake holders.
  • Continuously and proactively work to learn and improve your knowledge. While a lot of training is provided both at the beginning and continuously, it is expected of everyone in this role to proactively want to constantly learn and improve themselves.
  • use company Back-office system (IB portal) to create accounts
  • Aptitude to learn Financial Markets.
  • Daily CRM Assignments.

Job Requirements

Academic Qualification Requirement:

  • B.Sc. Degree from any discipline

Work Experience Requirement:

  • 2 years of experience in Customer Service department.
  • English fluency.
  • CRM Software Experience is a must
  • Financial Markets / banking background is preferred

Professional Key Knowledge Area Requirement:

  • Customer and Personal Service

Skills & Competencies

  • Active Listening
  • Communication skills.
  • Customer orientation
  • High level of critical thinking and analytical skills. Ability to quickly grasp new materials and concepts quickly and efficiently
  • Ability to consistently reach both personal and departmental qualitative and quantitative targets
  • Has initiative to develop work process.
  •  Excellent (C2) written and spoken English skills. You will be tested in your knowledge of English including grammar and orthography during the interview
  • High level of general computer proficiency, including good knowledge of Excel and general IT troubleshooting

 

 

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