Customer Service Associate

INGOT BROKERS

About INGOT Financial Brokerage ltd:

INGOT Financial Brokerage ltd is a brokerage ltd firm, founded in 2006 with over 15 years of experience, INGOT Brokers serve as the middleman between international markets and buyers or traders. For that, INGOT Brokers makes global financial markets easily available and accessible to local and international traders by presenting them with trading opportunities across different financial instruments such as Forex, stocks, indices, commodities, and ETFs.

Licenses and Regulations:

With 15+ years of experience, INGOT Brokers has positioned itself as a pioneer in the financial trading industry, providing superior offerings to its clients, comprising competitive trading conditions across multiple global markets, different account types, and advanced trading platforms, among others. Ensuring strict adherence to the laws and regulations that protect clients, INGOT Brokers obtained its licenses from the Australian Securities and Investments Commission (ASIC), the Jordan Securities Commission (JSC), and the Financial Services Authority (FSA) Seychelles. Additionally, it is currently processing its licenses and registration by the Capital Markets Authority (CMA) – Kenya, and the Comisión Nacional del Mercado de Valores (CNMV) – Spain, with a few others well underway.

Offices and Employees:

INGOT Brokers has offices and operation hubs in Jordan, UAE, Australia, Pakistan, Vietnam, Turkey, and Iraq to name a few, with a rapidly growing number of employees. In the Jordan office alone, the company has approximately 110 employees, with the number growing steadily.

Job Title: Customer Service Associate

CS Associate is responsible for client’s satisfaction by processing promptly the client’s requests and correspondences such as but not limited to emails, Live Chat and/or tickets. CS Associate is also responsible for answering clients’ inquiries about our product and services and suggesting alternative options when available. CS Associate will open accounts after carrying KYC.

Responsibilities

· Communicate effectively and clearly with customers via phone and email.

· Handle Live Chat – Answer inquiries about our services and products.

· Troubleshoot clients’ tickets and complaints and propose solutions.

· Approve/reject pending orders applying the KYC criteria.

· Document and update customer records based on interactions

· Processing of transactions requests (Review and follow up)

· Record manual transactions

· Open clients’ accounts

· Updating the Portal with MT groups

· Refer technical inquiries to the Back Office and follow up with the resolution

· Escalate and report to Senior and/or Manager when necessary

Requirements

· Bachelor’s degree in finance and/or Economics is preferable. Business Administration is acceptable

· +1 years in a similar industry OR +2 to 3 years in a customer service industry (not a call center)

· English and Arabic fluency is a must. Must prove writing skills. Additional languages such as Spanish, and French are a plus

· Troubleshooting and problem solving

· Teamwork

· Adaptability and stress tolerance

· Flexibility to accept working shifts that cover 24 hours (Shift A, Shift B, and Shift C)