Client Experience Associate

6 months ago

Toronto, Canada OANDA Full time

**OANDA is a global leader in online multi-asset trading services, currency data, corporate payments and FX services.**

Everyone at OANDA is focused on our vision to transform how our customers can meet all their currency needs. From our roots in 1996 that provided free currency exchange information to launching a multi-award winning global FX and CFD trading business to our recent new venture of money transfer. OANDA is now a major global player.

**Join us and**:

- Work on an award-winning platform that processes billions of dollars every day.
- Be on a team that's responsible for company-wide top priority projects.
- Deliver reliable software on an agile team striving for continuous integration, automated testing, and code reviews.
- Contribute innovative ideas to improve the daily trading experience of thousands of customers.
- Improve yourself and your team through education and continuous learning.

In a Client Experience Team we ar_e_ responsible for Primary, front-line point-of-contact for our customers and will handle all customer questions
and inquiries with the highest degree of courtesy and professionalism to resolve customer issues.

**Responsibilities**:

- Assist & educate customers in platforms offered by OANDA - features and benefits.
- Identify and analyze customer needs to ensure high customer satisfaction, growth and
retention of business.
- Promote positive customer relations by consistently providing premier customer experience
and satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all
times.
- Assist customers with customer requests and inquiries relating to their OANDA accounts
and trading activity with OANDA.
- Provide basic login troubleshooting assistance to customers having difficulty accessing the
platform.
- Work to maintain the standards of the department and ensure that you stay in line with the
assigned metrics for the role
- Maintain a well-developed working knowledge of the complete line of products and
services offered by OANDA
- Take responsibility to keep up to date and request assistance for further development
needs.
- Knowledge of leveraged retail OTC products (particularly FX and CFDS) and all OANDA
products
- At all times ensuring to adhere to OANDA's policies and remain compliant.
- Adhoc projects and other duties as assigned by your supervisor

**Qualifications**:

- University degree in related field is advantageous
skills advantageous
- Prior experience with a CRM system - Microsoft Dynamics, Salesforce, SAP, Oracle, Zendesk is advantageous
- Experience in a customer facing role is advantageous

**Skills & Behaviours Required**:

- Excellent written and oral communications skills in English.
- Ability to grasp complex concepts quickly.
- Highly self-motivated - ability to work independently and work effectively within a team environment, think analytically and creatively.
- Flexibility to work rotating shifts
- Detail oriented, reliable, and resourceful
- An empathetic listener who strives to delight the customer.
- Able to solve problems independently that is in the customer's best interest.
- Receptive to coaching and feedback to help enhance performance to meet goals.
- Positive attitude, flexible nature, thriving in a fast-paced, constantly changing environment.
- Passionate about learning and strive to gain new knowledge about product and service changes.

**Work Environment**:

- Shift work and working holidays may be required

OANDA Global Corporation is a diverse and global team with offices around the world. We value the unique skills and experiences each individual brings to OANDA. We are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide an inclusive and accessible environment for everyone.

Learn more about our culture here

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