Customer Experience Agent, Europe

This is a fully remote position, open to applicants in United States.

📋 Description

• Educate clients about OANDA's offerings and guide them on how to utilize these services via live chat, phone, email, and digital platforms.

• Provide troubleshooting support and address technical or procedural inquiries related to platform access, trading tools, and account operations.

• Maintain up-to-date knowledge of OANDA's products and services.

• Manage and resolve standard cases utilizing CRM tools like Salesforce.

• Keep precise documentation in ticketing systems to ensure a comprehensive audit trail.

• Adhere to operational workflows and regulatory guidelines for compliance and risk management.

• Engage in operational briefings, training sessions, and knowledge transfer initiatives.

• Foster positive client relationships and enhance customer satisfaction.

• Assist in minimizing attrition and ensure prompt processing of account openings and funding requests.

⛳️ Requirements

• Prior experience in client-facing positions.

• Current business registration or a commitment to establish one, to operate as an independent contractor in the country of residence.

• Proficiency in English.

• Native or fluent in at least one of the following languages: German, French, Spanish, or Polish.

• Exceptional communication abilities and a positive demeanor.

• Eagerness to learn and stay informed about changes in products and services.

• Familiarity with contemporary customer support systems and ticketing platforms such as Salesforce and/or Zendesk (preferred).

• Previous experience in trading, financial markets, or handling trading-related client inquiries (preferred).

🏝️ Benefits

• Completely remote work setup.

• Flexible scheduling with coverage during weekends and holidays on a rotating basis.

• Training sessions and knowledge transfer opportunities.

• An inclusive and accessible workplace.

• Support during the recruitment and selection process, if necessary.