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Limassol
Job Description
Our client is the global leader in online, dynamic verification of identity and financial transactions via regulated e-payment instrument authentication. They are driving change in the way that payments and banking are done and creating real impact in the fintech industry. They are looking for an experienced Client Relationship Agent.
The successful Candidate should have a relevant degree in economics, commerce, business, banking or similar is necessary and excellent customer service skills.
Job Responsibilities
- Compliance with the Company’s policies and procedures, including audit requirements, confidentiality, AML/CTF, information security and data privacy of the Company’s customers and end users.
- Comply with, in particular, procedures covering support and management of customers, including account settings and ongoing customer account support.
- Build and maintain lasting relationships with companys customers as the primary point of contact in the onboarding and integration process
- Answer customer's calls using various communication mediums as an active member of the support team, along with carrying out quality controls check regulatory, whilst being the escalation point for customers.
- Work closely with other internal teams to help deliver exceptional customer experiences
- Produce regular reporting, including analyses of statistical data on query trends, peak times etc. and to record data based on customer pain points.
- Follow up improvements and resale notes and identify up-sale possibilities.
- Identify churn risks and additional revenue opportunities.
- Identify and execute improvements of internal processes and procedures.
- Perform product and feature demos, user training, and public facing webinars
- Personally, solve Tier 1technical issues and escalate issues to technical support and other internal teams as needed
Requirements
- A relevant degree in economics, commerce, business, banking or similar is necessary.
- Native English speaker preferred; other languages will be considered an advantage
- Excellent customer service skills
- Must be tech savvy
- Strong written and verbal communications skills essential for this role
- Possess outstanding presentation skills, interpersonal skills and be self-reliant, independent and willing to work and grow with the team
- Confidence to speak and present product information in front of groups with ease
- Willingness to travel, up to several days each month
- Aptitude to work in a fast-paced environment
- Flexibility for shifting customer support as part of a rota
