Customer Service Representative

Company description

Who are we?

The Exinity Group is a wealth engine that wants to make financial independence a reality for an aspiring and upwardly mobile new generation of investors and traders - especially those in the developing world.

As a globally recognized financial services firm, it is our mission to empower them to succeed. We design, engineer and market a growing range of innovative trading and investing products that meet their expectations for choice, creativity, and control, and which are backed by risk management tools, education - and exceptional customer experience.

We have two decades of experience and a strong global presence in risk-driven online trading, and we want you to be a part of our truly international team that serve over two million clients in 150 countries from regulated centers across Europe, the Middle East, Africa and Asia.

"Freedom to succeed" is not just a promise we make to our clients and partners, but to our people too. We will help you develop a range of skills, take on early responsibility, and enjoy a rewarding and fulfilling career with a fast-growing, dynamic company.

Job description

We are seeking a proactive and customer-focused Farsi-speaking Customer Service Representative to join our team - reporting to the Team Lead, Customer Service. The ideal candidate will be responsible for delivering exceptional support to our Farsi and English-speaking clients, resolving inquiries efficiently, employing a value-based relationship approach such as upselling and cross-selling and ensuring a positive customer experience. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.

Key responsibilities:

• Respond to customer inquiries via phone, email, and chat in Farsi and English
• Provide accurate information regarding products, services, and policies
• Resolve customer issues promptly and professionally
• Maintain detailed records of customer interactions in CRM systems
• Collaborate with internal teams to ensure customer satisfaction
• Identify and escalate priority issues when necessary
• Handling of back-office queries
• Support clients with technical and troubleshooting issues
• Deal with complaints of a varying nature promptly and effectively
• Meet set performance targets including response time, resolution rate, and customer satisfaction
• Upsell and cross-sell to clients by adding value-added services to improve client retention, acquisition, and loyalty

Qualifications

• Fluency in Farsi and English (spoken and written)
• Previous experience in customer service or a similar role and knowledge of financial market will be considered an advantage
• Strong communication, soft-selling and interpersonal skills
• Ability to work efficiently under pressure
• Ability to multitask and work in a fast-paced environment
• Familiarity with CRM systems and support tools is a plus
• Problem-solving mindset and attention to detail

Additional information

What we offer:

• Competitive salary and benefits
• Training and development opportunities
• Supportive and inclusive team culture
• Career growth within a global organization
• Discretionary performance related bonus
• Personalized flexi benefits
• Global employee assistance program
• Medical insurance for employee and dependents

What you will love about this role:

"Freedom to succeed" is our core belief. It's not just a promise we make to our clients and partners, but to our people too. We want our people to LEAP and so in this role you will...

• Learn (for example, from each other and from new projects)
• Exchange (for example, information and best practices in an open-minded environment)
• Advance (for example, by developing skills and accepting greater responsibilities, your career progression and diversification)
• Prosper (for example, by acquiring skills and by nurturing a team of people)

Exinity is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age.