Customer Service Team Leader
description

What will you be doing?

  • Take part of the member’s daily management including time schedule, vacations and work division.
  • Help the team members with their daily work and answer their questions
  • Train new members and evaluate the (QC) existing team 
  • Lead technical disputes (Tier 2) escalation
  • Help on-going development of CS working tools
  • Response to official complaints and provide answers following market events
  • Coordinate with other departments on a daily basis
  • Provide assistance to marketing and product departments
  • Issue a daily update email
  • Focal point and knowledge base / FAQ for the CF members
  • Reports (daily issues, complaint, PP monthly, daily workload)
  • Take part in the daily tickets effort.

 

requirements

Want to join? If you

  • Have English at mother tongue level and Hebrew – A must
  • Service orientated – the ability to provide “WOW” service
  • Have at least 2 years’ experience in customer Service/Support as Tier2/Team Leader
  • Have passion and motivation to create and develop
  • Have a basic financial understanding of the market
  • Understand the world of service (Procedures, protocols etc.)
  • Have great analytical skills

 

It will also be nice if you

  • Have background in the trading world or at least a basic understanding of the financial markets
  • Have former experience in the Forex industry

 

Besides that you must possess the following qualities

  • Have leadership skills
  • Have excellent interpersonal and communication skills
  • Be patient but demanding
  • The ability to work in stressful situations
  • Be highly organized and methodical
  • Have the ability to work well with interfaces
  • Be highly dedicated and committed

 

  • This position is shift based and will include demanding hours and high availability
Israel Office
location
department
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