About this role
Responsibilities:
- Serve as the primary point of contact for client inquiries, including requests from Sales and Account Management; this role requires participation in rotational shifts, including weekends.
- Support clients with account and trading inquiries, consistently meeting service-level agreements and ensuring a seamless support experience.
- Collaborate with internal Support and Development teams to resolve client issues promptly and provide accurate information.
- Maintain and update knowledge articles, FAQs, user manuals and related documentation. Proactively monitor trading system health and escalate to internal technical teams as required.
- Coordinate with cross-functional colleagues to establish and sustain strong interdepartmental working relationships.
- Adapt to frequent procedural and technological changes, meeting deadlines while complying with evolving regulations and internal processes.
Required Skills:
- Degree-level education with 1–4 years of experience in a client-facing role.
- Fluency in English, with excellent interpersonal and communication skills, both written and verbal, at all organizational levels.
- Strong attention to detail and organizational skills, with a track record of meeting deadlines and taking ownership of assigned responsibilities.
- Ability to manage multiple tasks with conflicting deadlines while maintaining a high degree of accuracy.
- A proactive approach to researching and resolving issues, using a logical and analytical mindset to identify problems and propose solutions.
- Experience contributing to process improvement and operational optimization, with a drive to identify opportunities for change.
- Ability to perform effectively under pressure and adapt rapidly to a dynamic work environment.
- A strong team ethos and collaborative mindset, with availability to work shifts, including non-standard hours and weekends.