Client Services Specialist
Job Summary:
sFOX is a leading prime dealer leveraging liquidity from various exchanges and OTC desks on a consolidated platform. The platform streamlines trading processes, offering traders optimal execution services, enhanced capital efficiency, and reduced slippage through advanced smart order routing technology. As a brand dedicated to investor protection and reliability, sFOX ensures round-the-clock market access with exceptional uptime and holds SOC 2 certification for security standards. Founded in 2014, sFOX is supported by renowned industry names like Social Capital, Digital Currency Group, and Khosla Ventures, among others.
Position Overview:
The Client Services Specialist ("CSS") plays a pivotal role as the primary customer liaison, fostering interdepartmental connectivity between Sales, Compliance, and Operations. Tasked with delivering unparalleled customer service, CSS professionals embody a strong work ethic, positive demeanor, and a customer-centric approach to enhancing sFOX's reputable brand image. Their focus on prompt responsiveness, proactive problem-solving, and surpassing client expectations is fundamental to the company's commitment to superior customer service.
Key Responsibilities:
- Uphold top-tier customer service standards through verbal and written communication channels, addressing client queries and proactively addressing unspoken needs.
- Demonstrate effective listening skills to understand and resolve customer issues efficiently.
- Engage with clients via phone or email to identify and mitigate potential fraudulent activities.
- Ensure accurate client onboarding by meticulously documenting account information.
- Collaborate within and across teams to efficiently handle client requests, maintaining detailed records for analysis.
- Foster positive customer relationships and liaise with internal departments to address inquiries promptly.
- Utilize available resources to interpret and resolve customer issues accurately and promptly.
- Manage challenging calls diplomatically and professionally utilizing strong interpersonal skills.
Qualifications:
- 2+ years of customer service experience across phone, email, and chat channels.
- Proficient at managing time-sensitive client inquiries with a sense of urgency and care.
- Exceptional written and verbal communication skills.
- Capable of effective collaboration with cross-functional teams.
- Strong problem-solving and organizational abilities.
Preferred Skills:
- Proficiency in Excel.
- Knowledge or experience with AML compliance regulations.
- Background in trading, payment processing, or cryptocurrency industries is advantageous.
sFOX values diversity and is an equal opportunity employer, making hiring decisions based solely on merit without regard to race, color, religion, gender, national origin, age, disability, or any other legally protected status.
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