Jobs in the Customer Service Sector
Italian Communication Monitoring Compliance Assistant
Our client, a Compliance Services Company to the forex industry in Limassol, is looking for an Italian speaking Communication Monitoring Compliance Assistant. This service provider is supporting a number of brands.
Responsibilities:
- Determine Call Centre and Agents quality standards by listening and studying inbound and outbound calls of Account Managers and Customer Support team members
- Examine results of the calls by using scripts, product knowledge, sales and service ability
- Provide feedback via Reports to Chief Compliance Officer of all monitored calls
- Assist in the investigation of complaints
- Assist in various Marketing projects
- Contribute to team effort by accomplishing related results as needed
- Maintain professional and technical knowledge by attending educational workshops and reviewing professional & regulatory publications
Requirements:
- University or College Degree in any field
- Fluency in English language
- Fluency in Italian language
- Great communication (oral and written) and interpersonal skills
- Ability in delivering solutions quickly with accuracy
- Ability to work efficiently within a team as well as independently
- Excellent report writing skills
- EU-citizenship
Working hours:
- The working hours are Monday to Thursday 09:00 – 18:00 and Friday 09:00 – 15:00 (Monday to Thursday 8:30 – 17:00 with 30 minutes break and Friday 9:00 – 15:00 with 30 minutes break is to be discussed
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Italian Communication Monitoring Compliance Assistant with reference number 1816.
Or you can apply directly through your candidate login by hitting the APPLY button.
Tier 1 Agent
Our client, a Marine Services Company (leasure market marine products) in Limassol is looking for a Tier 1 Agent who will be primarily responsible for assisting with the company’s product support, including telephone, ticketing, and web support. Tier 1 Agents will troubleshoot customer tech problems. They resolve issues related to chart plotters, radars, fish finders, autopilots, instruments, and many other maritime navigation products. They are looking for long-term commitment, as the company offers lots of opportunities to grow with them. Training will be provided.
The start will be office based for training and afterwards you will be expected to come to office several days a week.
Responsibilities:
- 1st line response to inquiries associated with the company’s products, either responding directly to inquiries by using FAQs or knowledge base or escalating them to team members or Tier 2 support for a further detailed response.
- Assisting customers via Telephone, web, and email, following up customer contacts as necessary, and supporting team colleagues with detailed technical guidance relating to customer inquiries
- Provide customers with call back and or follow up actions to ensure satisfactory resolution within dept KPIs
- Assisting and supporting in the resolution of customer complaints, escalating as necessary to line manager
- To develop and publish FAQs and develop content for the knowledge base to enhance customer self-diagnosis and web-based knowledge tool to be expanded and available to all customers.
- To identify and publish support documentation to enhance the customer support activities and quality and scope of support materials for customers.
- To support customers remotely via web team viewer sessions, to diagnose the source of issues
- To guide the administration of repairs through the company’s customer portal
- Other duties as assigned
Requirements:
- Experience in Phone-based customer support is a must (lots of training will be provided)
- Knowledge of the maritime industry (knowing how to call the front and back-end of a boat) is an advantage
- Experience with a support ticketing system will be a plus
- Anyone sailing themselves would be and advantage too as these are really consumer products
- Good communication skills, both verbal and written, clear, concise, and accurate are essential
- Clear spoken English and grammatically correct written English necessary
- PC literate and competent operator of telephony is essential
- Experience of close communication direct with customers required
- Experience of electrical and electronic repair and diagnostics
- Ability to work within a team
- Self-motivated, ability to prioritize workload
- Knowledge of the maritime industry
Working hours:
- The working hours are shift hours ( till 01.00 latest). The starting time will be for one shift will be around 10/11AM and the other a few hours later. Working days are Monday – Friday. Hybrid/working from home possible.
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Tier 1 Agent with reference number 1768.
Or you can apply directly through your candidate login by hitting the APPLY button.
Business Care Agent
Our client is a Fintech Company specializing in payments in Paphos with over 15 years’ experience and they are looking for a Business Care Agent to oversee the interactions between the company and its clients. Your main objective is to guarantee client satisfaction by addressing their requirements and elevating their overall engagement with the company's products or services. This multifaceted role entails a blend of customer support, relationship management, and strategic planning to cultivate strong and lasting partnerships.
Responsibilities:
- Client Relationship Management: Build and maintain strong relationships with clients, acting as the main point of contact. Understand their unique needs, preferences, and goals.
- Customer Support: Provide exceptional customer support by addressing inquiries, concerns, and technical issues promptly and effectively. Offer solutions to problems and ensure clients receive timely assistance.
- Client Onboarding: Facilitate the smooth onboarding of new clients, guiding them through the setup process and ensuring they have a clear understanding of the product or service.
- Problem Solving: Collaborate with cross-functional teams to solve complex client challenges.
- Product Expertise: Develop a deep understanding of the company's products or services, becoming a go-to resource for clients seeking guidance on using the offerings effectively.
- Client Feedback: Gather feedback from clients regarding their experiences, needs, and suggestions for improvement. Communicate this feedback internally to drive product enhancements and process improvements.
- Performance Analysis: Monitor key performance indicators (KPIs) related to client satisfaction, engagement, and usage. Analyze trends to identify areas for improvement.
- Communication: Keep clients informed about updates, changes, and new features related to the product or service. Provide regular communication to ensure transparency and build trust.
- Client Training: Provide training sessions or resources to clients to help them maximize the value they receive from the company's offerings.
- Conflict Resolution: Address conflicts or disputes that may arise, working to find solutions that align with both the client's needs and the company's capabilities.
- Client Advocacy: Act as an advocate for clients within the company, ensuring that their needs and priorities are considered in decision-making processes.
Requirements:
- Comprehensive training will be provided, yet prior experience in a call center, forex (fx), or technical support setting can prove advantageous.
- A customer-focused mindset is essential.
- Superior communication skills in English, both written and verbal, are imperative.
- Flexibility to work shifts including weekends and late nights, is required.
- Proficiency in computer usage, with a sound understanding of general computing.
- Capability to manage customers with composure and professionalism, even in challenging situations.
- Adeptness at multitasking.
- Located in Paphos or willing to move to Paphos
- EU-citizenship
Benefits:
- Highly competitive salary package.
- Brand-new, spacious office located in Paphos, Cyprus
- Access to an on-site gym for your fitness needs
- Well-stocked kitchen offering a variety of snacks, beverages, and fresh fruits
- Youthful and dynamic work environment
- Team-building activities and cheerful happy hours.
- Continuous growth and career development
Working hours:
- The working hours are shift hours morning/afternoon/night with the option of working from home if doing a Saturday or an evening shift.
- There is never a shift on a Sunday.
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Business Care Agent with reference number 1720.
Or you can apply directly through your candidate login by hitting the APPLY button.
French Customer Support Representative
Our client, a highly successful and fast-growing Online Gaming Company, is looking to hire a French Customer Support Agent to join their team based in Limassol.
Responsibilities:
- Responding to client account queries via Email, Telephone Calls and Chat in a polite and professional manner.
- Open and maintain customer accounts by recording account information
- Resolve product and service problems by clarifying the customer’s complaints, determine the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
- Contributing to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls, emails and chats
- Identify and assess customer’s needs to achieve satisfaction
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Further training is provided by the company.
Requirements:
- Native / fluent French and fluent English
- Proven customer support experience will be considered as an advantage but not necessary as company provides full in-house training
- Strong communications/public relations skills and active listening
- Customer orientation and ability to adapt and respond to different types of characters
- Computer literacy
- Ability to work shifts
- Ability to work both alone and as part of a team essential.
- Ability to work under pressure
Benefits:
- Excellent work environment
- Attractive salary package
- Monthly incentive Bonus
- Possibilities for internal growth
- Exciting company activities
Working hours:
- Monday to Sunday a rotation of 4 days work and 2 days off – 40 hours per week. It is a 24/7 work basis. If you work on a public holiday you get paid double for this day.
- Rotation is as follows:
- 4 days work 08:00am to 16:00pm
- 2 days off
- 4 days work 16:00pm to 24:00
- 2 days off
- 4 days work 24:00 to 08:00am
- 2 days off
Salary:
- Between 1,200 – 1,600 EUR based on skills and previous experience
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of French Customer Support Representative with reference number 1533.
Or you can apply directly through your candidate login by hitting the APPLY button.
Dutch Customer Service Representative
Our client is an online broker in Limassol. On their platform you are able to trade in more than 26 countries and you have access to 120 stocks worldwide. Clients can invest independently in shares, options, etc.
As a Customer Service Representative, you are the first point of contact for the clients and you are supporting the Account Managers. Clients will contact you by phone, e-mail en chat with a variety of questions about the platform, their documents and their account. Providing optimal service to them will be your main tasks. Besides that, you will also need to contact them and convince them. This is a great opportunity for graduates as well as training will be provided.
Responsibilities:
- Responding to all client’s requests either by telephone, chat system or email in a polite and professional manner
- Open and maintain customer accounts by recording account information
- Resolve products and service problems by clarifying the customer’s complaints, selecting and explaining the best solution to solve the problem
- Contributing to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls, emails and chats
- Identify and assess customer’s needs to achieve satisfaction
- Follow communication procedures, guidelines and policies
- Further training is provided by the company
Requirements:
- Native Dutch speaker and fluency in English
- Proven customer support experience will be considered as an advantage but not so necessary as a persistent desire to be a professional in this field
- Strong phone contact skills ad active listening
- Customer orientation and ability to adapt and respond to different types of characters
- Computer literacy
- Ability to work shifts
- Ability to work both alone and as a part of a team is essential
- Attention to details and quality to work
- Ability to work under pressure, multi-task and adhere to strict details.
- The candidate should be highly organized and detail oriented
- Located in Cyprus or willing to move to Cyprus
Working hours:
- The working hours are 9.30am – 18.30pm
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Dutch Customer Service Representative with reference number 1318.
Or you can apply directly through your candidate login by hitting the APPLY button.