Customer Support Representative

Eightcap is a dynamic online trading provider focused on delivering great trading tools and pro trading insights to enable smarter trading.

We combine the agility of a fintech company with the stability of a trusted financial institution to deliver trading technology and solutions for B2B clients and traders, empowering them to succeed. Our culture is fast-paced, collaborative, and innovative.

The Company is headquartered in Melbourne, Australia with offices in the UK & Cyprus and support offices in The Bahamas and Bulgaria. 

The Customer Service team plays a pivotal role in ensuring that every interaction with our customers is a positive and memorable experience. Committed to the highest standards of service, the Customer Service team is adept at addressing customer queries, concerns, and issues with speed and efficiency. Armed with in-depth knowledge of our products and services, our team guides customers through their journey, offering troubleshooting assistance, and relevant information.

We are seeking an experienced Customer Support Representative to support Eightcap’s growth by responding to account queries, communicating with new and existing clients, and maintaining strong and reputable client relationships. This role will primarily focus on inbound customer support, ensuring an exceptional experience for our clients. The ideal candidate will be fluent in English, have a strong background in support, and demonstrate a proven ability to deliver results in a fast-paced, high-performance environment. This role plays a key part in driving our mission to provide an exceptional experience for both our clients and our team.

Key Responsibilities:

• Respond promptly and professionally to client enquiries via email, live chat, and telephone.
• Deliver exceptional client support, including technical, operational, and basic trading assistance.
• Address client queries related to account management.
• Update and configure existing client accounts according to their needs.
• Ensure compliance with industry and company standards, including AML/KYC regulations.
• Document client feedback and escalate unresolved issues in a timely manner.
• Collaborate effectively with colleagues across the business to ensure client needs are met.
• Assist in developing and implementing new procedures and processes.
• Embody the company’s values in all interactions and responsibilities.

Essential

• Fluent in English
• Ability to work flexible hours or shifts (weekends, public holidays, hours that reflect the LATAM region) if needed
• Ability to explain complex issues in a clear and simple manner
• Good listening skills and empathy for clients’ concerns
• Proven experience providing customer support or client experience in a professional team environment
• Strong ability to work as part of a team but also independently as required
• Computer literacy, above average data entry skills and attention to detail
• Ability to think analytically and troubleshoot day-to-day issues
• The ability to effectively manage and prioritise multiple responsibilities in a fast-paced and dynamic business environment

Desired

• An understanding or interest in trading, FX or general finance
• Experience with Salesforce Service Cloud 
• Experience with customer service operations and performance metrics
• Knowledge of UX/UI principles and conversational design

Why Eightcap?

• Culture of collaboration and support in the team
• Introductory professional training
• Employee referral bonus program
• 20 days of vacation + 1 day for each year of service in the company
• Additional health insurance
• Food vouchers
• MultiSport card
• Social activities and initiatives

Are you interested in this opportunity but don’t meet every requirement? Eightcap endeavours to create an inclusive and diverse workforce by offering an opportunity for the right people and so we encourage you to apply.

We respectfully ask that no recruiters contact anyone at Eightcap regarding this role.