Foreign Exchange Customer Support Analyst

Our client, a successful and prestigious Broking firm, based in the City, is looking for a Foreign Exchange Customer Support Analyst to join their global FX market and technical support team. The Support Analyst will be responsible for resolving incoming and outgoing FX market, transactional, functional and technical customer enquiries. For this role you must possesses excellent customer service skills, as well as Customer Service skills and an additional language (is a must).

• Timely turnaround of reported issues and successful management of customer satisfaction.
• Meet vendor and customer service level agreements.
• Troubleshoot and resolve customer, internal and vendor issues.
• Responsible for technical, functional and transactional queries from investment banks and hedge funds globally.
• Take ownership of end to end resolution of customer problems.
• Log and document all enquiries.
• Update deployment, operations and network teams in Asia, EMEA and Americas on all issues.
• Escalate high priority issues to Customer Support management and other relevant parties internally.
• Execute scheduled administrative tasks.
• Fulfil any additional / ad hoc duties as required to meet the needs of the business.

SKILLS:

• Strong personal organisational skills
• Analytical ability and decision making
• Excellent written and verbal communication skills
• Service oriented, adaptable and flexible
• Results oriented and personally accountable
• Technical knowledge and expertise
• Stress resilience and multi-tasking abilities
• Quality and control, with excellent attention to detail
• Resilience to embrace and deal with new challenges
• Excellent team member as well as being able to work independently
• Motivated to achieve above and beyond requested tasks

KNOWLEDGE:

• Technical aptitude and interest in learning
• Knowledge of the FX Market / Financial markets
• Skilled in Microsoft applications software (Word, Excel, PowerPoint, Outlook, Project)

SPECIAL JOB REQUIREMENTS:

• Fluent in any language would be highly desirable(written and oral)

Shift rotation basis as follows:

Day shifts:

• Monday – Friday 6am – 2pm
• Monday – Friday 12pm – 8pm

Weekend shifts:

• Sun-Wed then Wed-Sat the following week (six days off in between)

Night shifts:

• Sat-Mon (three nights) then Tue-Thu (three nights) the following week (seven days off in Between).
• Sun-Tue (three nights) then Wed-Fri (three nights) the following week (seven days off in Between).
• Hours: 8pm-6am(Exceptions: Fri-10pm-8am and Sat- 8pm-8am)