Junior Customer Services Officer

Job Summary

We are seeking a career minded individual who is highly motivated and client focused for a full-time position as a Junior Customer Services Officer who will be based in our Nairobi office.

  • Minimum Qualification: Bachelor
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description

Candidates will develop broad skills to support personal growth and organisational success. The responsibilities and qualifications listed below are representative of the knowledge, skill, and/or ability required by our company.

A successful employee is motivated, dedicated, and constantly working to deliver a great experience for our internal teams and clients. You must be flexible and excited about working in a fast paced, high performance company.

Key Responsibilities:

  1. Provide excellent customer service via email, phone and live chat.
  2. Work closely with the Sales department to ensure timely and accurate requests are dealt with.
  3. Sending daily notifications or confirmation emails to customers.
  4. Build a strong relationship with clients in order to improve the client experience.
  5. Completing other tasks as assigned by department manager.
  6. Document filing (including downloading, uploading customer information and documents, or data entering).
  7. Ensuring Asset Managers and Introducing brokers group set up is achieved.
  8. Provide assistance with financial transactions together with our Backoffice team.
  9. Liaise with internal departments to ensure smooth onboarding experience.
  10. Assist with ad hoc projects as assigned.
  11. Handle existing clients account maintenance requests.
  12. Guiding clients how to use the trading platforms.

Key Competencies:

  • Strong analytical and problem solving skills.
  • Good time management and attention to details. Being flexible and adaptable is very important.
  • Aptitude for building relationships and ability to communicate on complex issues.
  • Fluent in spoken and written Swahili, and English.
  • Good knowledge of Microsoft Office, computer operation and experienced with Excel formulas is an advantage.
  • Self-starter and able to work with minimal supervision.
  • Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
  • Has capacity to adapt to the changing market environment and work well under pressure.
  • FX and MT4 knowledge is a big plus.
  • Ability to work flexible hours and night shifts.

Experience Skills

  • Degree holder in any discipline. Major in Accounting, Finance, Economics, or Business-related.
  • Experience in Finance / Banking / Customer Service industries is an advantage.
  • Excellent interpersonal and customer service skills in English and Swahili.

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