Czechia
EuropeCustomer Experience Agent (APAC)
1 мес. назад
CzechiaEuropeHybrid
salesforcecrm
Provide professional front-line support and expert platform guidance to OANDA's global customers, resolving inquiries within SLAs and optimizing support delivery.
Условия
- We are a Czech fintech that, since 2015, has grown from an idea into a global project . 🚀
- 300+ amazing teammates . We’re a great team who learn from each other every day.🤜 🤛
- How do we work ? We focus on meaningful work and open communication, while only adopting processes that make our lives easier.
- Prague, Národní třída. Enjoy our modern offices at the Quadrio shopping center, offering beautiful views and excellent accessibility.
- What if I don’t trade? No worries. We’ll show you what our product is all about and introduce you to the basics of trading.
- Free fruit, snacks, and coffee are always within reach in the office.
- How do we promote strong relationships and well-being? Company cottage, team building events, and running club.
- Flexible hybrid model. We prefer collaborating in person to keep the team spirit high, but we offer the flexibility you need to stay balanced.
- *The benefits mentioned above apply to on-site employees in our Prague office.
Другое
- recently acquired OANDA Group, one of the world’s leading online trading groups. The purpose of this role is to deliver professional, empathetic front-line support and expert platform guidance to OANDA's global customer base, independently resolving inquiries within service level agreements while identifying client pain points to optimize support delivery.
- Deliver professional and accurate support to clients across channels including phone, email, live chat, and digital platforms.
- Analyze customer needs to provide tailored solutions that meet OANDA's quality benchmarks.
- Handle technical and procedural questions regarding trading tools and account processes.
- Perform troubleshooting for clients navigating or accessing OANDA's trading platforms.
- Manage and resolve standard cases using provided CRM tools (e.g., Salesforce) and internal systems.
- Identify and escalate complex or sensitive technical/financial issues to the designated OANDA contact point.
- Adhere to all operational workflows and regulatory standards to ensure compliance and risk mitigation.
- Deliver services in alignment with assigned performance metrics (KPIs) and Service Level Agreements (SLAs).
- Provide accurate documentation within ticketing systems to maintain a clear audit trail.
- Maintain up-to-date knowledge of OANDA’s products and service offerings.
- Participate in required operational briefings, training, and knowledge transfer sessions.
- Incorporate feedback from Quality Assurance (QA) reviews to maintain service standards.
- Provide assistance with supplementary tasks such as translations or system testing as contractually agreed.
- Prior track record in providing Customer Support or client-facing services is required.
- Experience working with modern customer support infrastructure and ticketing platforms (such as Salesforce and/or Zendesk) is a distinct advantage.
- Prior exposure to or experience in trading, financial markets, or handling trading-related client inquiries is highly valued.
- Proficient English is a must.
- Native or fluent proficiency in at least one of the following languages: Mandarin
- Japanese
- Thai
- Vietnamese
- Filipino
- Mode: Remote work
- Type: Vendor sourcing. Service providers must possess the appropriate business license or legal entitlement to provide the requested services.
- Schedule: Operating in a global market requires flexibility; shift work and coverage during weekends/working holidays may be required.