Customer Success Officer

Libertex Europe Overview

Part of the Libertex Group, Libertex is an online broker offering tradable CFDs with underlying assets being commodities, Forex, ETFs, cryptocurrencies, and others. Libertex also offers investments in real stocks.

Over the years, Libertex has received multiple prestigious awards and recognitions, including "Global CFD Broker of the Year" (PAN Finance, 2024), "Most Trusted Broker" (European CEO, 2024) and "Best Trading Experience" (Ultimate Fintech, A firm believer in the power of sports to inspire, empower and push for success, Libertex is the Official Online Trading Partner of KICK Sauber F1 Team.

Since being founded in 1997, the Libertex Group has grown into a robust fintech powerhouse, with an established presence in various jurisdictions, serving millions of clients from several countries all over the world.

In Europe the Libertex trading platform is operated by Indication Investments Ltd., a Cyprus Investment Firm regulated and supervised by the Cyprus Securities and Exchange Commission (CySEC) with CIF License number 164/12

Job Overview

Customer Success Officers assist customers with complaints and questions, provide customers with information about products and services, take orders, and process returns. The Customer Success Officer will be helping customers understand the product and answer any questions about their trading positions. The role requires the ability to work rotational shifts from 09:00 to 18:00, 10:00 to 19:00, and 12:00-21:00.

Main Responsibilities

• Assist clients worldwide through live support and handle customer requests through chats and emails in different languages.
• Answer emails, assist with opening of client accounts, amend existing accounts, maintain client records.
• Demonstrate impeccable telephone etiquette and management.
• Handle back office queries.
• Support clients with technical and troubleshooting issues.
• Report to the management.
• Deal with all departments to resolve issues.
• Provide support and troubleshooting on Libertex and MT4 Trading Platforms.
• Liaise with Compliance Officers regarding complaints and approval of accounts.
• Provide all relevant information to clients regarding documents and materials for becoming a client.
• Handle client inquiries appropriately and ensure that high level service is provided.
• Promote available products and services to clients.
• Develop and maintain excellent relationships with prospective and existing clients.
• Contribute to team effort by achieving targeted results.
• Assist with other duties as needed from time to time.

Requirements

• Degree in Business Studies or any other related field
• Previous experience in a similar position will be considered as a major advantage
• Excellent command of the German and English language is a must. Knowledge of any other languages will be considered as an advantage
• Excellent spoken and written communication skills
• Ability to work efficiently under pressure
• Excellent computer skills (Microsoft Excel and Word)
• Knowledge of MetaTrader platforms will be considered as an advantage
• Ability to work rotational shifts from 09:00 to 18:00, 10:00 to 19:00, and 12:00 to 21:00, Monday to Friday

Benefits

• 24 working days annual leave
• Comprehensive Global Medical Insurance Plan, with coverage for the employee and their immediate family from day one
• Udemy Business unlimited membership
• Company discount card with access to various goods and services
• Corporate events and team building activities
• Professional and personal development opportunities in a fast-growing environment
  
  
  Libertex Europe is an equal opportunity employer, fostering an inclusive and diverse environment. We do not discriminate based on any characteristic protected by the law. Candidate privacy is respected, and all data is securely stored and used solely for recruitment purposes, in line with GDPR and our internal policies. Unsuccessful applicants may have their data retained for future opportunities unless deletion is requested in accordance with our Company's Privacy Policy.