Customer Service Lead

Company Description

Trade W is a leading multi-asset trading platform with over seven years of industry experience, providing global users with secure, convenient, and efficient access to the financial markets. We offer CFD trading across a wide range of asset classes including forex, cryptocurrencies, stocks, indices, metals, and commodities through our intuitive app and web platform.

Launched in 2018 as the flagship brand of Tradewill Global LLC, Trade W was built on a customer-first philosophy and a vision to make trading success more accessible. Today, we continue to grow as a trusted platform, committed to empowering traders worldwide with equal opportunities for success.

Job Summary

We are looking for a Retention Agent to join our Customer Support team with a core focus on helping registered clients successfully complete their deposits. This role is critical in resolving deposit-related issues, addressing client concerns, and ensuring a smooth and positive user experience that leads to conversion. Youll serve as the bridge between interest and action, turning intent into completed transactions.

Key Responsibilities:

• Make outbound calls or send messages to clients based on distribution and build up solid relationships.
• Proficiently grasp relevant job knowledge, promptly and accurately handle customer demands, and quickly and efficiently resolve user issues within specified time frames to enhance customer retention and satisfaction.
• Proactively identify, summarize, and verify potential issues through clients feedback, pass on the problems to relevant departments for follow-up, or propose effective suggestions to assist in business optimization.
• Assist development engineers in resolving customer problems and provide real-time technical support for first-line troubleshooting.
• Handle occasional tasks assigned by supervisors.

Requirements:

• Languages: English and Hindi (Both MUST BE fluent in spoken and written)
• Minimum 5-10 years of experience in customer service roles
• Excellent communication skills
• Strong problem-solving ability
• Empathetic and patient when dealing with challenging customer interactions.
• Experience from customer service or online service experience will be added advantage.