Client Support Executive job at DERIV

Deadline: Expired

As a Customer Support Executive at Deriv, you’ll be based in our office in Kigali, Rwanda. Our employees benefit from learning and development opportunities while collaborating with colleagues from 22 offices in 17 countries, gaining valuable global insights. Our office is a hub of innovative, multi-talented teams, all collaborating towards a shared goal.

Imagine yourself at the core of Deriv’s global operations, where you’ll play a pivotal role in shaping our customer experience. Address and resolve customer queries with precision, providing invaluable insights and support. You’ll be the guiding force, ensuring the organisation’s unwavering commitment to customer satisfaction and excellence. Engage closely with different teams, leveraging your expertise to enhance our service quality and efficiency. As the champion of our customer support, your mission is to transform challenges into opportunities, driving Deriv’s success with your unparalleled communication skills and knowledge.

Join us in Rwanda and be at the forefront of shaping Deriv’s future.

Your challenges and mission

Architect a seamless customer service that guarantees a flawless and effortless customer experience across our digital platforms. Collaborate with cross-functional teams to identify and resolve issues, ensuring every interaction is user-friendly.
Extend your reach through email and live chat, creating personalised and memorable experiences for each customer. Inspire them to explore new products and services tailored to their evolving needs, turning every support interaction into an opportunity for growth and connection.
Gather and harness customer feedback, turning insights into actionable improvements that drive satisfaction and loyalty. Your mission is to be the voice of the customer, constantly advocating for enhancements that make a tangible difference.
Navigate the intricacies of back office duties, from updating customer records to ensuring compliance with KYC, AML, and due diligence regulations. Your attention to detail and commitment to regulatory excellence will be the backbone of our trust and reliability.

Senior CS executives are expected to:

Proactively provide leadership and guidance to our existing Client Support Executives by acting as the point of contact for any customer-related issues or escalations between Executives and Team Leads.
Collaborate with the Client Support Training team to provide SOP or product-related updates and conduct necessary first-hand training.

Requirements

Good communication skills and a problem-solving approach
A positive, empathetic, and professional attitude
Willingness to work in rotating shifts and on weekends and public holidays
An ability to work independently in a fast-paced environment and navigate changes efficiently
Excellent spoken and written English communication skills

What’s good to have

Strong customer service or client-facing skills
Skilled in using CRM tools, including Live Chat, and translation tools for various languages
Previous experience within the FX, Crypto, Trading, or Banking industry
Good understanding of financial products
Proficiency in other languages such as Mandarin, Hindi, Cantonese etc.

Benefits