Job Overview
We are seeking a Customer Support Specialist to provide exceptional assistance to our clients.
* This is a customer-facing role that requires strong communication skills and the ability to work in a team environment.
* The successful candidate will be responsible for responding to customer inquiries, resolving issues, and providing solutions.
* A key aspect of this role is maintaining accurate records and adhering to department standards.
Key Responsibilities
* Provide prompt and effective assistance to customers via chat and tickets.
* Maintain KPI levels in accordance with department standards.
* Stay informed about company policies, announcements, and updates.
* Adhere to assigned working hours and demonstrate punctuality.
* Identify and report system errors or service disruptions.
* Escalate complex customer issues to senior agents as needed.
Requirements
* You should have excellent communication skills and be fluent in English, Spanish, and Portuguese.
* You should possess quick and efficient problem-solving abilities.
* You should have excellent customer service skills, being empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
* You should be willing to work a schedule from Monday to Friday (3 PM to 11 PM GMT+3), with Saturday and Sunday as days off.
Benefits
* We offer expertise development and opportunities for networking and exchange of experience.
* You get to affect the result and control process development.
* We provide comfortable conditions, including remote work and a friendly atmosphere.
* We offer stability, competitive official salary, advanced benefits system, medicine, additional pay on sick leave, etc.
Nice to Have
* Work experience in customer support.
* Experience with Jira and Confluence.
Salary: Not Disclosed
Job Description:
FBS is a global trading and investment platform focused on users. The mission of FBS is to create the most convenient tool on the market for fast financial transactions, investing, and trading with quick adaptation to the user's preferences and pursuing interests.
Our team consists of more than 450 professionals from 15 countries. As for the company's geographic coverage, FBS established its main regional presence in South-East Asia, Europe, South America, Africa, and Australia.
You will:
* Provide prompt and effective assistance in chats and tickets, responding to customer inquiries based on the knowledge base and training materials.
* Maintain KPI levels in accordance with department standards.
* Stay informed about company policies, announcements, and updates to ensure effective communication with customers.
* Adhere to assigned working hours and demonstrate punctuality in scheduled shifts.
* Identify and report system errors or service disruptions to the team lead or mid/senior agents in the absence of the team lead.
* Escalate complex customer issues to the team lead or mid/senior agents to ensure proper follow-up and resolution.
It's a match if:
* You speak English, Spanish, and Portuguese fluently.
* You have excellent communication skills and quick and efficient problem-solving abilities.
* Excellent customer service skills: you are empathetic, accurate, compassionate, responsive, resourceful, and conscientious. You can find an approach to all types of people.
* You are ready to work a schedule from Monday to Friday (3 PM to 11 PM GMT+3), with Saturday and Sunday as days off.
Nice to have:
* Work experience in customer support.
* Experience with Jira and Confluence.
We offer:
* Expertise development. Work in a team with top-notch professionals in their field. Opportunities for networking, exchange of experience, and internal and external training at the company's expense.
* You get to affect the result. There's no bureaucracy or the need for a large number of approvals. The processes within the team are subject to change – you can easily control their development and alignment of global operations.
* Comfortable conditions. Remote work and friendly atmosphere. Rich corporate life.
* Stability. Competitive official salary, advanced benefits system (medicine, additional pay on sick leave, etc.).