Customer Experience Agent (APAC)
FTMO recently acquired OANDA Group, one of the world’s leading online trading groups. The purpose of this role is to deliver professional, empathetic front-line support and expert platform guidance to OANDA's global customer base, independently resolving inquiries within service level agreements while identifying client pain points to optimize support delivery.
WHAT WILL YOU DO?
Client Engagement and Communication
- Deliver professional and accurate support to clients across channels including phone, email, live chat, and digital platforms.
- Analyze customer needs to provide tailored solutions that meet OANDA's quality benchmarks.
Platform Support and Problem Resolution
- Handle technical and procedural questions regarding trading tools and account processes.
- Perform troubleshooting for clients navigating or accessing OANDA's trading platforms.
- Manage and resolve standard cases using provided CRM tools (e.g., Salesforce) and internal systems.
- Identify and escalate complex or sensitive technical/financial issues to the designated OANDA contact point.
- Adhere to all operational workflows and regulatory standards to ensure compliance and risk mitigation.
- Deliver services in alignment with assigned performance metrics (KPIs) and Service Level Agreements (SLAs).
- Provide accurate documentation within ticketing systems to maintain a clear audit trail.
Continuous Learning and Team Contribution
- Maintain up-to-date knowledge of OANDA’s products and service offerings.
- Participate in required operational briefings, training, and knowledge transfer sessions.
- Incorporate feedback from Quality Assurance (QA) reviews to maintain service standards.
- Provide assistance with supplementary tasks such as translations or system testing as contractually agreed.
WHAT DO WE EXPECT FROM YOU?
- Prior track record in providing Customer Support or client-facing services is required.
- Experience working with modern customer suppor...