Senior Customer Support Specialist - English Speaking

As a Senior Customer Support Specialist at FP Markets, you will be responsible for handling and resolving trade-related inquiries from clients and partners. This includes investigating discrepancies in trades, collaborating with the risk team, and providing top-notch customer service via telephone, email, and live chat. You will also educate clients on using the company's website and trading platforms, ensuring they have the best experience possible.

To be successful as a Senior Customer Support Specialist at FP Markets, you should have at least 2 years of experience in customer support, preferably in trade support roles. A strong understanding of the FX industry is vital, alongside excellent communication skills in English. Familiarity with trading platforms such as MT4, MT5, and cTrader is essential, and knowledge of additional languages will be considered an advantage.

FP Markets is devoted to the continuous personal development of its employees. As a Senior Customer Support Specialist, you will have access to a training budget that allows you to grow alongside the company. We encourage you to learn from industry leaders and integrate your expertise into best practices. Our supportive environment nurtures talent and fosters collaboration.

Yes, FP Markets offers a flexible rotation of working hours for the Senior Customer Support Specialist role. You'll have shifts from Monday to Friday, including options like 09:00 - 17:00, 12:30 - 20:30, and 16:00 - 00:00. This flexibility is beneficial for maintaining a healthy work-life balance while contributing to our dynamic team.

At FP Markets, we pride ourselves on being a certified Great Place to Work®. Our culture is welcoming, young, and multicultural, providing a friendly environment where employees feel valued and supported. As a Senior Customer Support Specialist, you'll enjoy engaging in team activities, celebrating global milestones, and having the autonomy to contribute your ideas while working with approachable leadership.

When answering this question, highlight specific platforms like MT4 or MT5 that you have used. Discuss how your experience with these tools has prepared you to assist clients effectively. Emphasize any challenges you faced and how you resolved them while ensuring customer satisfaction.

Discuss your approach to remaining calm and collected in high-pressure scenarios. You might want to give an example of a past experience where you effectively managed client issues by prioritizing tasks and maintaining clear communication.

Share specific strategies, such as creating guides, providing tutorials, and offering one-on-one support. Illustrate your ability to break down complex concepts into understandable terms, ensuring clients feel confident using the platforms.

Prepare a detailed account of a situation where you successfully resolved a client’s trade issue. Focus on your troubleshooting process, how you communicated with the client, and the positive outcomes that resulted from your thorough approach.

Name key skills like communication, problem-solving, technical knowledge, and empathy. Provide examples of how each skill has enabled you to effectively support customers in past roles, illustrating your qualifications for the position.

Explain your strategy for prioritizing inquiries based on urgency and impact. You might discuss using a ticketing system or other tools to ensure that you address the most critical issues first while still providing timely responses to all inquiries.

Discuss your understanding of regulatory requirements and how they apply to customer support in the FX industry. Highlight any training or coursework you've completed that has equipped you with the knowledge necessary to operate in compliance while supporting clients.

Share a specific instance where you went above and beyond to assist a customer, illustrating your commitment to exceptional service. Include details about the situation, the actions you took, and the resulting positive feedback or changes that took place.

Discuss challenges like managing client expectations, understanding complex products, or ensuring timely responses. Share your insights on effective strategies to overcome these challenges based on your experience in trade support.

Express your enthusiasm for the company’s culture, growth opportunities, and commitment to employee development. Emphasize how your skills and passion for customer support align with FP Markets' mission to provide a top-class experience for its clients.