At INGOT, we believe in building high-performing teams where everyone is in the right seat – not just filling a role, but thriving in it. Our approach emphasizes in getting the right people in the right positions to drive business growth and success.
Here’s What That Means For YOU
- You’ll excel at what you do because you’re in a role that aligns with your skills and passion
- You’ll be aligned with our core values - High Ethics, Commitment and Innovation – we’re looking for team members who get it, want it, and have the capacity to do it
- We want you to thrive in an environment where your contributions matter, and you can make an impact on our mission.
If you’re a high-energy, results-driven professional who’s ready to take on a role that matches your expertise and values, we’d love to connect! Check out the details below and see if this is the right fit for you.
Purpose Of Role/Summary
The Customer Support Associate is responsible for providing first-line support to clients by addressing inquiries, assisting with account openings, and ensuring compliance with KYC processes. This role involves maintaining customer satisfaction by promptly addressing client requests through email, live chat, and ticketing systems. The associate also ensures that client documentation and onboarding meet regulatory standards and works closely with other departments to resolve issues.
Main Activities And Responsibilities
- Communicate effectively and professionally with clients via email, live chat, and tickets
- Assist clients with product and service inquiries, providing accurate and timely information
- Support the onboarding process for new clients and update existing client accounts as needed
- Troubleshoot basic client issues and escalate complex cases to the specialist or team leader
- Verify and monitor KYC documentation for new clients
- Collaborate with the compliance team to resolve any discrepancies or incomplete documentation
- Maintain accurate records of client interactions and KYC approvals
- Troubleshooting client’s inquiries and complaints
- Identify and escalate complex issues
- Processing manual transactions (creating and/or reassigning)
- Receive assigned clients for retention efforts based on specific criteria, such as trading activity or completion of onboarding with subsequent inquiries
- Engage with assigned clients proactively to address their needs and ensure satisfaction
- Collaborate with the Team Leader to implement strategies for retaining valuable clients
- Adhering to any requests that are related to the above points while upholding the company’s values (Ethics, Committed, Innovation) at the highest standards
Required Skills And Experience
- Bachelor’s degree in finance and/or Economics is preferrable. Business Administration is acceptable
- Ambitious and determined candidates who hold other degrees may be considered
- Experience: 1-2 years in Customer Experience and/or Financial Service preferred
- Fresh graduates who are motivated will also be considered
- English, Arabic, (must prove written skills)
- Additional languages such Spanish, and French are considered an advantage, but not necessary
- Troubleshooting and problem solving
- Teamwork
- Adaptility and stress tolerance
Further Info
- This is a shift-based position - Flexibility to work shifts that cover 24 hours and weekends - 5 working days per week
- Shift A: 7 am till 3:30 om
- Shift B: 3 pm till 11:30 pm
- Shift C: 11 pm till 7:30 am next morning
- The role is in Amman, Jordan with the possibility of transfer to Cyprus
- Departmental training plus training from the educational department will be provided
- A competitive compensation package will be offered to the successful applicant which includes great benefits etc.
- Friendly and fun working environment
- Monthly social activities
