Customer Experience Associate (Jordan) - ING377

At INGOT, we believe in building high-performing teams where everyone is in the right seat – not just filling a role, but thriving in it. Our approach emphasizes in getting the right people in the right positions to drive business growth and success.

Here’s what that means for YOU:

• You’ll excel at what you do because you’re in a role that aligns with your skills and passions
• You’ll be aligned with our core values - High Ethics, Commitment and Innovation – we’re looking for team members who get it, want it, and have the capacity to do it
• We want you to thrive in an environment where your contributions matter, and you can make an impact on our mission.
  

If you’re a high-energy, results-driven professional who’s ready to take on a role that matches your expertise and values, we’d love to connect! Check out the details below and see if this is the right fit for you.

Purpose of Role/Summary:

The Customer Experience Associate is responsible for delivering frontline client support and operational execution within the CX Department. This role ensures seamless client interactions across all channels, accurate and timely handling of operational tasks, and strict compliance with internal procedures and regulatory standards. Acting as the bridge between clients and internal functions, the Associate supports both customer satisfaction and operational excellence.

Main Activities and Responsibilities:

• Respond promptly and professionally to clients via Zendesk, Live Chat, WhatsApp, LinkedIn, email, and social media
• Handle standard account, platform, and transaction inquiries in line with SOPs
• Assist with onboarding and KYC verification
• Maintain accurate documentation in CRM and ticketing systems
• Process manual account-related requests including:
  *Manual account opening, closures, and terminations
  *IB/Affiliate creation and updates
  *Trading group and MT group updates
  * Manual transactions and adjustments             

• Maintain accurate records for audit readiness and compliance
• Identify complex or high-risk cases and escalate to the CX Specialist or Team Leader
• Provide complete notes and clear documentation for escalations
• Collaborate with Compliance, Risk, and Technical teams to resolve interdepartmental issues
• Ensure adherence to AML/KYC requirements across jurisdictions
• Follow SOPs and entity-specific regulations
• Uphold SLA and QA targets for response and resolution times
• Attend training sessions to continuously enhance product and process expertise
• Contribute ideas for improving workflows and client experience
• Adhering to any requests that are related to the above points while upholding the company’s values (Ethics, Committed, Innovation) at the highest standards
• Any other duties relevant to the role
  

Required Skills & Experience

• Bachelor’s degree in finance and/or Economics is preferrable. Business Administration is acceptable
• Ambitious and determined candidates who hold other degrees may be considered
• 1+ year in Customer Experience and/or Financial Service preferred (Fresh graduates who are motivated will also be considered)
• Fluent both in English and Arabic (written and spoken) – Any Additional languages such as Greek, Spanish, and French are a plus
• Ability to identify issues, analyze root causes, and implement effective solutions in a timely manner
• Works collaboratively with colleagues across functions to achieve shared goals and maintain a positive team environment
• Demonstrates high attention to detail, quality, and consistency in all deliverables while adhering to organizational policies and procedures
• Adaptability and Stress Tolerance: Remains flexible and effective under pressure, adjusting to changing priorities and maintaining performance in challenging situations

Further Info:

• This is a shift-based position - Flexibility to work shifts that cover 24 hours and weekends - 5 working days per week

1. Shift A: 7 am till 3:30 om
2. Shift B: 3 pm till 11:30 pm
3. Shift C: 11 pm till 7:30 am next morning

• The role is in Jordan with the possibility of transfer to Cyprus
• Friendly and fun working environment

A competitive compensation package will be offered to the successful applicant which includes great benefits etc