Customer Retention Officer

2 weeks ago

Delhi Delhi, India FxPro Full time

**Join FxPro**: a leading international fintech company. Be a part of our expanding international team, with offices in Limassol, London, Nassau, and Dubai. FxPro boasts a diverse workforce of over 500 employees representing 40 nationalities, making it an exciting and dynamic workplace. At **FxPro**, we see each team member as an integral part of our success story.

As a **Customer Retention Officer**, you'll be responsible for providing comprehensive client support through various channels, managing account verification and funding processes, maintaining high-value client relationships, and gathering and reporting client feedback to ensure operational efficiency and client satisfaction.

**Responsibilities**:

- Focus on communicating with clients via outgoing phone calls for one of many reasons outlined by the head of the department.
- Contact clients who have not yet completed their account verification; clients who are yet to provide documents or are required to provide additional/alternative documents to verify their profile.
- Contact clients with defined time frames who are trying but failing to fund their accounts via one of our offered methods. Supporting them with completing this process and offering/suggesting alternatives.
- Maintain relationships with higher value clients as needed to ensure the smooth continuation of business.
- Ensure client records are kept up to date and all communication and guidance provided to clients is recorded.
- Contact clients for any pending matters related to their accounts.
- Anything else that the head of the department deems necessary.
- Handle the tickets in the live chats in the designated languages
- Perform any other duties and responsibilities assigned by the Account Manager or management team.

**Requirements**:

- Fluent in **English** and **Hindi Conversational Languages**, with excellent written and verbal communication skills
- Strong problem-solving and analytical skills to address customer issues
- Ability to manage multiple tasks and prioritize effectively
- Experience with customer support software and CRM systems
- Detail-oriented with strong organizational and record-keeping abilities
- Ability to build and maintain client relationships
- Experience in financial services or online trading

**Benefits**
- Competitive compensation package
- 21 days off and 15 sick leaves annually

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