وظائف مساعد تجربة العملاء لدى INGOT BROKERS في عمان
Customer Experience Associate
About the job
Purpose of the Role/ Summary:
The Customer Support Associate is responsible for providing first-line support to clients by addressing inquiries, assisting with account openings, and ensuring compliance with KYC processes. This role involves maintaining customer satisfaction by promptly addressing client requests through email, live chat, and ticketing systems. The associate also ensures that client documentation and onboarding meet regulatory standards and works closely with other departments to resolve issues.
Main Duties and Responsibilities:

Communicate effectively and professionally with clients via email, live chat, and tickets
Assist clients with product and service inquiries, providing accurate and timely information
Support the onboarding process for new clients and update existing client accounts as needed
Troubleshoot basic client issues and escalate complex cases to the specialist or team leader
Verify and monitor KYC documentation for new clients
Collaborate with the compliance team to resolve any discrepancies or incomplete documentation
Maintain accurate records of client interactions and KYC approvals
Troubleshooting client’s inquiries and complaints
Identify and escalate complex issues
Processing manual transactions (creating and/or reassigning)
Receive assigned clients for retention efforts based on specific criteria, such as trading activity or completion of onboarding with subsequent inquiries
Engage with assigned clients proactively to address their needs and ensure satisfaction
Collaborate with the Team Leader to implement strategies for retaining valuable clients
Any other duties relevant to the role
Required Skills and Experience:
Bachelor’s degree in Finance / Economics / Business Administration or relevant
1+ years of Experience in Customer Experience and/or Financial Service is an advantage
Fluent in English and Arabic (both written and spoken)
Any additional language will be an advantage
Ability to work under pressure
Team player
Consistent delivery of high-quality work
Further Info:

This is a shift-based position – Flexibility to work shifts that cover 24 hours and weekends – 5 working days per week
Shift A: 7 am till 3:30 om
Shift B: 3 pm till 11:30 pm
Shift C: 11 pm till 7:30 am next morning
The role is in Jordan with the possibility of transfer to Cyprus
A competitive compensation package will be offered to the successful applicant which includes great benefits etc



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