Customer Service Representative

Job Description

We are seeking a proactive and customer-focused Customer Service Representative to deliver high-quality support across the phone, email, and chat. Reporting to the Team Lead, Customer Service, you will independently resolve routine customer enquiries, support clients with products and platforms, manage complaints and back-office queries, and use a value-based relationship approach to identify appropriate upselling and cross-selling opportunities. You will work within a culturally diverse team and collaborate with internal functions to resolve issues efficiently, maintain service standards, and strengthen customer satisfaction, retention, and loyalty. The role supports clients in English and the designated language for the assigned market; approved translation tools may be used for additional-language support where required. 

Key Responsibilities 
1. Customer Support & Client Experience 

• Respond to customer enquiries via phone, email, and chat in a clear, professional, and timely manner. 

• Provide accurate information regarding products, services, account features, processes and policies and explain routine concepts in a way customers can understand. 

• Independently resolve routine customer issues and back-office queries, taking ownership through to resolution wherever possible. 

• Handle complaints of varying nature professionally and effectively, managing customer expectations and escalating priority, sensitive or higher-risk matters when required. 

• Collaborate with relevant internal teams to resolve customer issues and ensure a consistent end-to-end experience. 

• Maintain detailed and accurate records of customer interactions, actions, and outcomes in CRM and support systems. 

2. Product, Platform & Relationship Management 

• Apply working knowledge of core FX products, account types, and trading terminology when responding to customer queries. 

• Explain key product features and benefits and match straightforward customer needs to appropriate products or services. 

• Support clients with platform navigation and common technical or troubleshooting issues, escalating more complex technical matters through the appropriate channels. 

• Use a value-based relationship approach to identify appropriate opportunities to upsell or cross-sell products and value-added services that meet customer needs and support retention and loyalty. 

• Use customer interactions to identify relevant needs while ensuring recommendations remain accurate, appropriate, and consistent with internal requirements. 

3. Operational Delivery & Collaboration 

• Follow internal processes, compliance requirements, and defined escalation paths when handling customer cases. 

• Prioritise your own workload effectively, balancing multiple customer interactions and tasks while maintaining service quality and accuracy. 

• Identify and escalate priority issues, recurring customer problems, or cases that require specialist support. 

• Work effectively with peers and internal support functions to resolve customer enquiries and support team objectives. 

• Meet agreed individual performance measures, including relevant customer satisfaction, response time, resolution, handling timeand quality targets. 

• Apply product, process and system changes accurately and adapt quickly to updated service requirements. 

Qualifications

KEY SKILLS AND EXPERIENCE 

Essential: 

Education & Experience 

• 1.5-3 years of relevant experience in customer service, contact-centre support, client services, or a comparable customer-facing role. 

• Fluency in English and the designated client language for the role Hindi, both spoken and written. 

• Demonstrated experience managing customer enquiries independently across one or more service channels. 

• Working knowledge of customer-service processes, escalation handling, and the importance of accurate customer records. 

Technical Skills 

• Confident use of CRM (Creatio, ZenDesk etc.), ticketing, live-chat or comparable customer-support systems. 

• Good PC skills and proficiency with standard office and communication tools. 

• Ability to navigate customer platforms confidently and troubleshoot common user or system issues. 

• Ability to learn and apply product, process and financial-market information accurately in customer interactions. 

Core Skills & Behaviours 

• Strong verbal and written communication skills with the ability to adapt style to different customers, situations, and cultural contexts. 

• Customer-focused approach with good relationship-building, soft-selling and interpersonal skills. 

• Strong problem-solving skills with sound judgement on issue ownership, resolution and escalation. 

• Ability to multitask, prioritise competing demands, and maintain quality in a fast-paced environment. 

• Good attention to detail and accuracy in customer communication, case notes, and system updates. 

• A collaborative, adaptable, and accountable approach with a focus on team and customer outcomes. 

Desirable: 

• Experience within financial services, fintech, forex/FX, brokerage, payments or another regulated customer environment. 

• Working knowledge of financial markets, FX products, account types, and basic trading terminology. 

• Experience with value-based selling, retention, upselling, or cross-selling in a service environment. 

• Experience supporting customers across multiple markets, languages, or cultures. 

Additional Information

BENEFITS & PERKS 
We believe in fairly compensating all our people by providing them with a world-class health insurance plan and a range of both core benefits and flex benefits for individual preferences. You will receive: 

• Hybrid Working Policy 

• Discretionary performance related bonus 

• Personalized Flex-Benefits 

• Focus on your wellbeing, including talks and access to self-development tools. 

• Medical insurance for employees.  

• Comprehensive leave package   

All your information will be kept confidential according to EEO guidelines.