Customer Service Lead

7 days ago

Mumbai, Maharashtra, India Trade W Full time US$ 6,00,000 - US$ 12,00,000 per year

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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