Customer Success Team Leader - ForexFinTech

David Kennedy Recruitment is working with a multinational financial services company specialising in online tradingwho is seeking to onboard a Customer Success Team Leaderto join their team in Limassol.

As a Customer Success Team Leader your primary focus will be to lead mentor and support team members in handling client inquiries providing technical support and resolving issues efficiently. Additionally you will collaborate with various departments to address client concerns promote products and services and maintain strong client relationships.

Position: Customer Success Team Leader

Location: Limassol Cyprus

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Supervise and mentor a team of 1015 Customer Success Officers to ensure consistent delivery of highquality service
• Monitor team performance and productivity providing regular feedback coaching and support to drive continuous improvement
• Solve key operational needs of team members
• Monitor evaluate and score inbound calls emails chats of the team against established quality control instruments and standards
• Building customerspecific business and team analytics and reporting
• Follow high security levels of customer data confidentiality
• Effective Workforce Management and scheduling of the team
• Develop and implement training programs for new hires including onboarding materials product knowledge sessions and customer service techniques
• Develop and maintain excellent relationships with prospective and existing clients fostering trust and loyalty
• Support and train new and existing members
• Collaborate with crossfunctional teams to address client concerns resolve issues and enhance the overall customer experience
• Contribute to team effort by achieving targeted results and KPIs including customer success metrics and revenue targets working on improvements
• Work closely with the Global Head of CS to improve the quality of service

REQUIREMENTS:

• A degreein Business Studies Economics or any other relevant field
• At least 4 years of experience as a Customer Support Team Leader or similar role within the Forex or FinTech industry
• Good understanding of CySEC regulations
• Experience with supervisory exposure in managing a team size of 1015 associates in Customer Service is a must
• Excellent command of English is a must
• Knowledge of one of the following languages will be considered as an advantage: German Dutch French Italian Spanish
• Knowledge of MetaTrader platforms is a major advantage
• Advanced computer skills (CRM MS Excel Word Google services) ability to learn new software programmes
• Demonstrated ability to build develop and handle a team
• Ability to support business and provide solutions to customer pain points as well as to handle complex and ambiguous scenarios
• Ability to organise prioritize and schedule work assignments
• Demonstrated ability to handle reporting and analysis
• Demonstrated passion for delivering a positive customer experience and maintaining composure in difficult situations
• Excellent attitude and communication skills
• Ability to effectively and efficiently complete difficult goals or assignments
• Can adapt well to changing circumstances and strategy
• Strong interpersonal and communication skills
• Strong in data interpretation and analysis

OFFER:

• 24 working days annual leave ( public holidays)
• Comprehensive Global Medical Insurance Plan with coverage for the employee and their immediate family from day one
• Udemy Business unlimited membership
• Work hours96 fromMonday to Friday
• Company discount card with access to various goods and services
• Corporate events and team building activities
• Professional and personal development opportunities in a fastgrowing environment