GRS Recruitment is excited to announce a fantastic opportunity for a Senior Customer Support and Back Officer to join our esteemed client, a reputable Forex Trading company based in Limassol. The Senior Customer Support and Back Office Officer is a hybrid role combining leadership in customer service with administrative and operational support in back-office functions. The individual in this role will be responsible for managing complex customer inquiries, leading a team of customer support representatives, and ensuring that internal processes and documentation are handled efficiently. They will ensure that both customer-facing and internal operational workflows are optimized, contributing to the organization’s overall customer satisfaction and operational success. This position demands exceptional communication, leadership, problem-solving, and organizational skills, and it involves managing both front-end and back-end responsibilities to ensure seamless service delivery and internal operations.
MAIN DUTIES AND RESPONSIBITLIES
-
Handle escalated or complex customer inquiries, ensuring timely and effective resolutions.
-
Engage with customers directly through various communication channels (phone, email, live chat, social media), ensuring a high level of service.
-
Address and resolve customer complaints or concerns professionally and empathetically, maintaining positive relationships.
-
Identify areas for improvement and recommend/implement solutions.
-
Manage and process payments and back-office functions such as deposits and withdrawals processing and KYC documentation.
-
Ensure that all customer-related data is accurately recorded and up to date in CRM.
-
Work with internal departments to ensure smooth order fulfilment and follow-up with customers when necessary.
-
Liaise with the Head of Back Office & Customer Support for any queried issues.
MAIN DUTIES AND RESPONSIBILITES
-
Fluent in English, written and spoken, to a high business standard essential. Second language would be an advantage.
-
At least 2 years prior experience in back-office functions (administration, operations, data management) is strongly preferred.
-
Ability to work independently and as part of a team
-
Experience in process improvement or workflow optimization is a plus.
-
Excellent problem-solving skills and the ability to handle high-pressure situations
-
Strong organizational skills and attention to detail
-
Effective written and verbal communication skills
-
Strong telephone, email and written communication skills required.
-
Exceptional knowledge of Microsoft Office Excel and excellent computer skills
-
Knowledge of FX-Backoffice CRM, or other CRMs, MT4 and MT5 manager would be considered as an advantage.
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to
Emilios Eracleous, emilios@grsrecruitment.com quoting the above job reference or call +357 25 342 720 for further information.
