Head of Customer Support and Retention Department

Company: 
CAPITAL COM
Main info
November 30, 2017
Location: 
Limassol
Experience: 
1 year(s)
Expiration Date: 
Saturday, December 30, 2017
Company Description: 
Capital.com is a Fin-tech start-up company based in Limassol
Contact Details: 
Please send your CV at paulina.chrysostomou@capital.com
Vacancy Description: 
Capital.com, a fintech start-up, is looking for a Head of Customer Support to join our Cyprus team. In this role, the successful candidate will be responsible for shaping a strong, professional Support and Retention team and ensuring adherence to the highest customer support standards. The specialist will develop a global customer support and retention strategy designed to leverage clients’ engagement and help to evolve our product according to the customers’ needs.
Main Responsibilities: 
  • Manage a team to improve customer service experience and increase client engagement
  • Take control of handling customers’ issues and follow problems through to resolution
  • Tailor the client communication plan with a special emphasis on clarity and consistency
  • Develop Customer Support and Retention service procedures, policies and standards
  • Introduce, apply and evolve the Key Performance Indicators (KPI) to continuously improve employee engagement
  • Analyse statistics and compile accurate reports
Main Requirements: 
  • Relevant experience in managing large Customer Support or Sales or Retention Departments in Forex industry
  • Excellent knowledge of management methods and techniques
  • Advanced interpersonal and communication skills
  • Ability to think strategically
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Be keenly aware of the competitive landscape and understand financial markets;