Customer Support Officer (Native Japanese)

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 Support Officer, you will assist the clients of FxPro. The Customer Support Officer responsibilities include but not limited to providing support to customers through various ways, answering customers’ questions and resolving problems. The successful candidate must be able to work from 9:00 - 18:00 (GMT+2)

Responsibilities

• Respond to customer inquiries: Handle incoming customer calls, emails, and chat messages in a timely and professional manner. Provide prompt and accurate responses to customer inquiries regarding products, services, and technical support
• Troubleshoot and resolve issues: Identify and diagnose customer problems or concerns, and provide appropriate solutions or escalate to the relevant team member for further assistance. Take ownership of customer issues and ensure timely resolution
• Provide product information and assistance: Educate customers on the features, benefits, and usage of our products or services. Offer guidance and troubleshooting steps to help customers maximize their experience and achieve their desired outcomes
• Collaborate with cross-functional teams: Liaise with other departments, such as Client Accounting, Technical Support, and Back Office, to address customer needs and resolve complex issues. Foster effective communication and coordination among team members to ensure a seamless customer experience
• Escalate complex issues: Identify and escalate complex or unresolved customer issues to the appropriate Supervisor or Manager Follow established escalation procedures to ensure timely and effective resolution
• Continuously improve customer support processes: Identify areas for improvement in customer support workflows, documentation, or training materials. Share feedback and suggestions with the team to enhance the overall customer support experience
• Perform Back Office and Client accounting: Able to follow internal onboarding (KYC) procedures and process deposits

Requirements

• University Degree or relevant working experience
• At least 2 years of experience in a similar role
• Excellent computer skills
• Experience in Financial Services/iGaming industries will be considered an advantage
  
• Native Japanese knowledge required (oral and written) & excellent command of the English language (oral and written). Any additional spoken language will be considered an advantage