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Your role at Exness:
- To manage customer handling issues for their respective region and to be a senior expert for the respective team
You will:
- Monitor all customer handling tasks (SalesForce, JIRA) to ensure the procedures, processes, and timelines are followed and adhered to
- Guide team members in seeking solutions about the client's issue, and to handle the client's request to speak with the supervisor
- Manage document verification: to reset or approve verification when necessary
- Handle complaining clients when necessary (non-trading complaints): to investigate complaints and communicate with clients to resolve issues
- Manage fraud cases: to lead the investigation, provide a report, classify each fraud case, and be responsible for fraud case resolution
- Handle tasks such as: bonus restoration/cancellation, termination, BIT, Sales Retention Investigation, Risk Management Tasks, etc, as per Support job allocation and respective manuals
- Assist the Localisation Department with translation checking
- Assist with chats, emails, and calls during high-volume hours
- Perform the full duties of the Shift Leader on weekends and when required
- Supervise and guide the respective Team for the Team Members to provide excellent Customer Support
- Assist with new hire interviewing and/or orientation when necessary
- Conduct Support Mentoring Program with new team hires
- Work alongside the respective team to ensure the Quarterly set KPIs are met by all team members
- Supervise and guide the respective Team for the Team Members to provide excellent Customer Support
The ideal candidate:
- Good communication skills in English and local languages - Mandarin Chinese language.
- Good Technical knowledge
- Leadership skills
- Being a problem solver for teammates
- Self-motivated and highly reliable
Your journey after applying:
- TA interview (30 minutes)
- Test Task (7 days)
- Final Interview (1 hour)
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