FX Client Support 24 hour shifts
Junior FX Client Support Analyst .
SPECIAL JOB REQUIREMENTS:
? Fluent in any language would be highly desirable (written and oral)
? *Shift rotation basis as follows:
Monday - Friday 6am - 2pm
Monday - Friday 12pm - 8pm
Sun-Wed then Wed-Sat the following week (six days off in between)
Sat-Mon (three nights) then Tue-Thu (three nights) the following week (seven days off in between).
Sun-Tue (three nights) then Wed-Fri (three nights) the following week (seven days off in between).
Hours: 8pm-6am (Exceptions: Fri-10pm-8am and Sat- 8pm-8am)
This role sits within a multicultural global FX market and technical support team who are responsible for resolving incoming and outgoing FX market, transactional, functional and technical customer enquiries.
? Timely turnaround of reported issues and successful management of customer satisfaction.
? Meet vendor and customer service level agreements.
? Troubleshoot and resolve customer, internal and vendor issues.
? Responsible for technical, functional and transactional queries from investment banks and hedge funds globally.
? Take ownership of end to end resolution of customer problems.
? Log and document all enquiries.
? Update deployment, operations and network teams in Asia, EMEA and Americas on all issues.
? Escalate high priority issues to Customer Support management and other relevant parties internally.
? Execute scheduled administrative tasks.
? Fulfil any additional / ad hoc duties as required to meet the needs of the business.