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As a Customer Retention Officer, you'll be responsible for providing comprehensive client support through various channels, managing account verification and funding processes, maintaining high-value client relationships, and gathering and reporting client feedback to ensure operational efficiency and client satisfaction.

Responsibilities:

• Deliver Service and Support to clients through Live Chat, email and phone, provide support by identifying problems and offering solutions
• Focus on communicating with clients via outgoing phone calls for one of many reasons outlined by the head of the department.
• Contact clients who have not yet completed their account verification; clients who are yet to provide documents or are required to provide additional/alternative documents to verify their profile.
• Contact clients with defined time frames who are trying but failing to fund their accounts via one of our offered methods. Supporting them with completing this process and offering/suggesting alternatives.
• Maintain relationships with higher value clients as needed to ensure the smooth continuation of business.
• Collect feedback from clients with relation to products, services, and payment methods and pass on a detailed email to management to review and implement as necessary.
• Ensure client records are kept up to date and all communication and guidance provided to clients is recorded.
• Contact clients for any pending matters related to their accounts.
• Anything else that the head of the department deems necessary.
• Handle the tickets in the live chats in the designated languages
• Perform any other duties and responsibilities assigned by the Account Manager or management team.

Requirements:

• Fluent in Turkish and English Languages, with excellent written and verbal communication skills
• Proven experience in providing customer service and support via chat, email, and phone
• Strong problem-solving and analytical skills to address customer issues
• Ability to manage multiple tasks and prioritize effectively
• Experience with customer support software and CRM systems
• Detail-oriented with strong organizational and record-keeping abilities
• Ability to build and maintain client relationships
• Experience in financial services or online trading

Benefits

• Competitive compensation package
• 21 days off and 15 sick leaves annually