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Our client, a small but ambitious international company specializing in Forex, is opening a new office in Sofia and is seeking an experienced

Customer Support Specialist

with a background in Forex to join their team. This role offers a unique chance to be part of the company’s foundational team in Sofia, where you’ll play a key role in delivering exceptional customer service. The ideal candidate is customer-focused, multilingual, and experienced in the Forex industry, with a knack for solving problems and helping clients navigate the complexities of trading.

Responsibilities:

• Customer Support and Communication: Act as the primary point of contact for customers, responding professionally to inquiries via phone, email, chat, and in-person.
• With your Forex experience, provide tailored advice and solutions to help customers with account issues, trading questions, and platform navigation.
• Build trust and rapport with clients by demonstrating empathy and professionalism in every interaction.
• Use your in-depth knowledge of the Forex market to provide accurate information on trading procedures, account management, and risk factors associated with Forex trading.
• Guide customers through various products and services, helping them make informed decisions while adhering to regulatory and company guidelines.
• Complaint Resolution and Issue Management: Address and resolve customer complaints related to transactions, account discrepancies, and platform issues. Investigate each issue thoroughly, collaborate with relevant departments, and keep customers updated throughout the resolution process.
• Aim to resolve issues efficiently while ensuring a positive experience for the client.
• Proactively follow up with customers to ensure complete satisfaction after resolving their issues. Show attentiveness to their ongoing needs and establish long-term customer relationships, fostering a positive experience that supports customer retention.
• Feedback Collection and Process Improvement: Gather customer feedback on Forex trading experiences, platform usability, and service quality. Report recurring issues and trends to management and suggest improvements to enhance the customer experience, ensuring the company maintains competitive and efficient support standards in the Forex market.

Profile Requirements:

• A university degree in Finance, Business, or Computer Science is preferred, providing a strong analytical foundation for understanding Forex markets and customer needs.
• Previous experience in a customer support role within the Forex or financial trading industry is essential. A background in Forex is required to effectively handle client inquiries and issues specific to this field.
• Languages: Fluency in English is required, ideally along with proficiency in one of the following additional languages: French, Spanish, German, or Japanese. These language skills will allow you to communicate effectively with a diverse, international client base.
• Technical Skills: Advanced Excel skills are essential, including the ability to manage data, use formulas, and perform analytical tasks relevant to client account support.
• Familiarity with CRM and Forex trading platforms is a strong advantage, as these tools will support efficient customer service.

Why Join?

This is an exciting opportunity to join a growing Forex-focused company as it establishes its Sofia office. As a core team member, you will have a direct impact on shaping the customer support experience and contributing to a collaborative, customer-focused work environment. If you are experienced in Forex, passionate about customer service, and eager to help build something new, we encourage you to apply and grow with our client!