Customer Support Executive - Spanish Speaker

Why this role matters

A Customer Support Executive (CSE) at Exness needs to take on a business critical position by providing excellent services, support and issue resolution across all types of communication channels to our existing and potential new clients.
They will support our clients through live-chats and email as well as phone calls.
A Customer Support Executive (CSE) will require excellent communication skills, a strong understanding of our products and services as well as a passion for delivering top-notch customer experiences.

The role is based in our office in Belize. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do

Client Interaction and Escalation

• Process client requests and resolve issues via live chat, phone, and email while navigating multiple systems with high accuracy and attention to detail
• Identify and escalate technical issues to the appropriate internal teams
• Investigate and escalate trading-related complaints when necessary
• Facilitate client payments by escalating account verifications when required
• Keep clients updated on the status of their requests
• Educate clients on product features and functionalities, providing guidance on best practices
• Conduct verification calls to support client account terminations
• Conduct security and verification video calls to facilitate changes in account security settings
• Verify client-submitted documents within specific regions
• Communicate internal requests effectively to clients
• Report suspicious activity to team leaders for further investigation
• Report potential incidents or system degradations for investigation and resolution
• Support clients throughout the onboarding process, resolving any issues during account setup
• Perform triage of SOF cases and escalate to the appropriate teams
• Handle simple SOF cases via chat support
• Manage client terminations due to final KYC rejections
• Communicate with clients regarding SOF cases
• Follow up with clients for renewed KYC documentation and EP recompletion
• Review liveness pending cases and match against POI when automation is not possible

Knowledge

• Stay up to date on industry trends, regulatory changes, and product developments
• Develop understanding of company functions and roles by attending internal seminars and completing assessments
• Maintain knowledge through participation in monthly knowledge quizzes

Targets and Tasks

• Achieve quarterly KPI targets set by the CS Manager
• Maintain high information accuracy in line with quality assurance standards
• Ensure high levels of customer satisfaction through attentive service
• Handle workload efficiently and effectively
• Ensure timely acceptance and handling of assigned tasks across channels
• Perform ad hoc tasks assigned by managers and team leaders

Who we’re looking for

• Bachelor’s Degree or Diploma in Business Administration or a related field
• Open to fresh graduates
• Strong customer service orientation and mindset
• Excellent problem-solving skills with the ability to think critically and resolve customer issues effectively
• Proficiency in CRM systems and customer support tools
• Strong multitasking abilities
• Ability to work both independently and collaboratively in a fast-paced environment
• Strong focus on delivering exceptional customer experiences
• Flexibility to work non-traditional hours to support a global customer base
• High level of integrity
• Strong sense of ownership and accountability
• Excellent communication skills in English and native language (where applicable)
• Strong client-facing and interpersonal communication skills

What your journey looks like

1. Intro call with Recruiter (30 minutes)
2. English check (if needed)
3. Final interview (45 minutes)