The Customer Support Associate will provide a professional and effective service to Swissquote customers, dealing with information requests and issues resolution in a prompt and professional manner. It will ensure efficient clients’ needs management, will monitor chat/email ad phone activity, and coordinate bulk communication from a legal and commercial perspective, guaranteeing good reviews on the most common rating platforms.

Swissquote is looking for someone who has previous customer support experience in F2F or remote roles with a keen interest in the financial markets, and the aim to champion the customer delivering an impeccable customer service.

Responsabilities

• Deal with day-to-day customer queries.
• Respond to incoming emails, chat, phone calls in a prompt and professional manner.
• Supporting clients with technical and troubleshooting issues, via remote support and one-to-one sessions
• Assisting with the opening of client accounts, amending and maintaining client records so the company’s records are accurate.
• Dealing with complaints of a varying nature promptly and effectively
• Help and support customers in understanding terms, conditions, and procedures
• Liaising with all departments to resolve issues, coordinating communication internally and externally
• Impeccable telephone etiquette is a must

Undertake any other reasonable duties that may be required from time to time by your manager.

• Previous experience in a custom related/support function for a minimum of 1 year
• Knowledge and experience of financial markets is a plus

• Computer literate in Microsoft Office packages, particularly Excel
• Experience using MT4/MT5 platforms is a plus

• Excellent English and Italian, both written and spoken.

• Excellent telephone manner, interpersonal skills
• Very well organised with good time management skills
• Able to take proactive action when necessary
• Pays attention to detail
• A resilient, enthusiastic and self-motivated