Customer Services Agent

On behalf of one of our clients, an innovative bank based in Geneva, we're looking for a Customer Services Agent.

Responsabilities :

• Provide high standard customer support including phone, email requests and chats focused on trading from customers, handle day-to-day customer inquiries. Provide complete service support to client, including solving complex client inquiries,
• Process and track all service requests into CRM and internal tools,
• Log customers 'complaints timely and accurately,
• Execute retention strategies as part of the customer success,
• Effectively follow up and resolve service request issues with appropriate level of supervision to assure a customer service of quality. Assist clients on technical issues, trading queries and platform usability. Ensure to deliver a service of quality in all forms of communication,
• Quickly become knowledgeable on policies, processes, and procedures, as well as knowledge of our product and pricing models,
• Support general administrative functions according to business needs,
• Identify ways to provide smooth user-experience for every customer, whenever possible,
• Various administrative activities. Ensure appropriate documentation related to KYC/AML from the client and ensure all aspects of client records and documentation are completed and updated,
• Independent processing of customer complaint and solve customers' requests,
• Work in a diversified team in close cooperation with all the departments at the headquarters.

Profile :

• Completed bank training and 4-5 years of experience in the industry, or apprenticeship as a bank employee, or financial services sales experience,
• In addition to your German mother tongue, you have excellent proficiency in English, a third language would be an asset (French, Italian, Spanish or Arabic),
• Strong customer service skills, you are service-oriented and enjoy customer contact and have a sense for networking,
• You are a Swiss-resident or willing to relocate.

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