Customer Service Lead

2 days ago

Mumbai, India Trade W Full time

Company Description Trade W is a leading multi-asset trading platform with over seven years of industry experience, providing global users with secure, convenient, and efficient access to the financial markets. We offer CFD trading across a wide range of asset classes — including forex, cryptocurrencies, stocks, indices, metals, and commodities — through our intuitive app and web platform. Launched in 2018 as the flagship brand of Tradewill Global LLC, Trade W was built on a customer-first philosophy and a vision to make trading success more accessible. Today, we continue to grow as a trusted platform, committed to empowering traders worldwide with equal opportunities for success. Job Summary We are looking for a Retention Agent to join our Customer Support team with a core focus on helping registered clients successfully complete their deposits. This role is critical in resolving deposit-related issues, addressing client concerns, and ensuring a smooth and positive user experience that leads to conversion. You’ll serve as the bridge between interest and action, turning intent into completed transactions. Key Responsibilities: - Make outbound calls or send messages to clients based on distribution and build up solid relationships. - Proficiently grasp relevant job knowledge, promptly and accurately handle customer demands, and quickly and efficiently resolve user issues within specified time frames to enhance customer retention and satisfaction. - Proactively identify, summarize, and verify potential issues through clients’ feedback, pass on the problems to relevant departments for follow-up, or propose effective suggestions to assist in business optimization. - Assist development engineers in resolving customer problems and provide real-time technical support for first-line troubleshooting. - Handle occasional tasks assigned by supervisors. Requirements: - Languages: English and Hindi (Both MUST BE fluent in spoken and written) - Minimum 5-10 years of experience in customer service roles - Excellent communication skills - Strong problem-solving ability - Empathetic and patient when dealing with challenging customer interactions. - Experience from customer service or online service experience will be added advantage.

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