Spanish Speaking Retention Agent
Job Solutions / DBX GROUP Limited
- Gżira, Malta Island
- Permanent
- Full-time
- Provide exceptional customer service to Spanish-speaking clients through tele communication channels.
- Proactively reach out to existing clients to engage them in conversations about their trading activities, goals, and challenges, and offer personalized assistance and guidance to enhance their trading experience.
- Educate clients on forex trading concepts, strategies, and market trends, providing insights and analysis to help them make informed decisions and achieve their financial objectives.
- Monitor client trading activity, account performance, and risk exposure, identifying opportunities and potential issues.
- Address client concerns, complaints, and escalations promptly and professionally, resolving issues effectively and ensuring client satisfaction and retention.
- Collaborate with internal teams in the contribution of retention strategies and initiatives.
- Stay abreast about industry regulations, market developments, and competitor activities and maintain compliance with relevant laws and regulations.
- Utilize customer relationship management (CRM) systems and other tools to track client interactions, document client preferences and feedback, and analyze client behavior for improvement and customization.
- Meet or exceed retention targets, key performance indicators (KPIs), and quality standards set by the company, demonstrating a commitment to excellence, and driving results in client satisfaction and loyalty.
- Based in Malta and willing to work on-site from Monday to Friday from 9:30am – 6:30pm.
- Fluency in Spanish, with strong verbal communication skills and the ability to effectively convey complex information to Spanish-speaking clients. Additionally, English language knowledge is preferred.
- Previous experience in customer service, sales, or retention roles (at least a 6-month period) within the forex or financial services industry preferred.
- In-depth knowledge of forex trading concepts, products, and markets, with the ability to provide accurate and insightful guidance and support to clients.
- Excellent interpersonal skills, with the ability to build rapport, establish trust, and maintain positive relationships with clients.
- Strong problem-solving skills, with the ability to analyze client needs, identify solutions, and address issues effectively and efficiently.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment, with a proactive and results-oriented approach to client retention.
- Proficiency in Microsoft Office applications and customer relationship management (CRM) software, with the ability to learn and adapt to new tools and technologies.
- High degree of professionalism, integrity, and empathy, with a genuine passion for helping clients succeed and achieve their financial goals.
- Birthday off + birthday gift.
- Happy Hour Fridays.
- Biscuits, fresh fruit, and snacks daily.
- Quarterly Party celebrations.
- Paid holidays.
- Wellness benefits (discounts on gym membership, etc.)
- Collaborative and supportive work environment.