Customer Retention Officer (Kenya)

About the role

FxPro, an international fintech company with offices in Limassol, London, Nassau, Armenia and Dubai, is hiring a Customer Retention Officer in Kenya. You will provide client support across several channels, manage account verification and funding processes, look after high-value clients and collect and report client feedback.

Key responsibilities

• Support clients through live chat, email and phone, identifying problems and offering solutions
• Make outgoing calls to clients, including those who have not completed account verification or need additional documents
• Follow up clients who are unable to fund their accounts and suggest alternatives
• Maintain relationships with higher-value clients
• Collect client feedback on products, services and payment methods and pass it to management
• Keep client records up to date and record all communications
• Handle live chat tickets in the designated languages and perform other duties assigned by the Account Manager or management

Required profile

• Fluent in English and Swahili, with excellent written and verbal communication
• Proven customer service experience via chat, email and phone
• Experience in financial services or online trading
• Ability to build and maintain client relationships

Required skills

• Problem-solving and analytical skills
• Ability to manage multiple tasks and prioritize
• Experience with customer support software and CRM systems
• Detail-oriented, with strong record-keeping

What we offer

• Competitive compensation package
• 21 days off and 15 sick leaves per year