Description
Join FxPro, a leading international fintech company, and be part of our expanding international team. As a Client Operations Officer, you will play a key role in supporting CIS clients in their native language, resolving their issues, and coordinating with internal departments to keep operations running smoothly.
Responsibilities:
- Provide client support via live chat, email, messengers, and phone
- Handle deposit and withdrawal requests and investigate payment delays
- Assist clients with account-related questions and trading platforms, including MT4, MT5, and cTrader
- Review and verify client documents in line with internal procedures
- Resolve complex client cases, complaints, and disputed situations
- Coordinate with Payments, Compliance, Platform Monitoring, and other internal departments
- Inform clients about promotions, campaigns, and company updates
- Manage and distribute incoming requests to the relevant teams
- Maintain accurate client records and update information in internal systems
- Work with helpdesk and CRM systems to track, manage, and follow up on client requests
Requirements:
- Native or fluent Russian/Ukrainian
- Advanced English level
- Previous experience in customer support, client service, or back-office operations
- Good understanding of how a forex broker operates, including client registration, account verification, trading, deposits, and withdrawals
- Knowledge of trading platforms such as MetaTrader 4 (MT4), MetaTrader 5 (MT5), and cTrader
- Understanding of payment methods commonly used across CIS markets, including cryptocurrency, P2P transfers, local bank cards, bank transfers, and local payment systems
- Experience working with helpdesk and CRM systems, such as SugarCRM, Salesforce, or similar platforms
- Strong communication skills and the ability to handle difficult clients professionally
- Attention to detail, responsibility, and a problem-solving mindset
- Ability to work on-site in Limassol and adapt to a shift schedule if required
- Valid right to work in Cyprus
Nice to have:
- Previous experience working for a forex broker or another financial services company, which is a significant advantage
- Practical experience with payment processing, P2P transactions, cryptocurrency deposits and withdrawals, and troubleshooting payment issues in CIS markets
- Experience with ticketing and customer support platforms such as Freshdesk, Zendesk, or similar systems
- Experience with KYC verification and client account administration
- Sales, retention, or client relationship management experience
Interview steps:
- Recruiter screen (~30 minutes)
- Technical Interview (~45 minutes)
- Test task
- Final Interview with manager (~40 minutes)
Our benefits:
- Excellent compensation package
- Medical insurance
- Provident fund
- In-house gym with a personal trainer
- Free daily lunch catering, snacks, and beverages
- Company discount card for various products & services
- 21 days of annual leave and 10 days of sick leave annually
- FxPro private shuttle bus service from Limassol
- Birthday gift
- Relocation bonus and visa/work permit support
- Educational reimbursements & team building allowances
- Monthly corporate events and activities