ftmo - Customer Experience Agent (Europe)

• FTMO recently acquired OANDA Group, one of the world’s leading online trading groups. The purpose of this role is to deliver professional, empathetic front-line support and expert platform guidance to OANDA's global customer base, independently resolving inquiries within service level agreements while identifying client pain points to optimize support delivery. • WHAT WILL YOU DO? • Client Engagement and Communication • Deliver professional and accurate support to clients across channels including phone, email, live chat, and digital platforms. • Analyze customer needs to provide tailored solutions that meet OANDA's quality benchmarks. • Platform Support and Problem Resolution • Handle technical and procedural questions regarding trading tools and account processes. • Perform troubleshooting for clients navigating or accessing OANDA's trading platforms. • Manage and resolve standard cases using provided CRM tools (e.g., Salesforce) and internal systems. • Identify and escalate complex or sensitive technical/financial issues to the designated OANDA contact point. • Adhere to all operational workflows and regulatory standards to ensure compliance and risk mitigation. • Deliver services in alignment with assigned performance metrics (KPIs) and Service Level Agreements (SLAs). • Provide accurate documentation within ticketing systems to maintain a clear audit trail. • Continuous Learning and Team Contribution • Maintain up-to-date knowledge of OANDA’s products and service offerings. • Participate in required operational briefings, training, and knowledge transfer sessions. • Incorporate feedback from Quality Assurance (QA) reviews to maintain service standards. • Provide assistance with supplementary tasks such as translations or system testing as contractually agreed. • Prior track record in providing Customer Support or client-facing services is required. • Experience working with modern customer support infrastructure and ticketing platforms (such as Salesforce and/or Zendesk) is a distinct advantage • Prior exposure to or experience in trading, financial markets, or handling trading-related client inquiries is highly valued. • Proficient English is a must. • Native or fluent proficiency in at least one of the following languages: • WORK ENVIRONMENT: • Mode: Remote work • Type: Vendor sourcing. Service providers must possess the appropriate business license or legal entitlement to provide the requested services. • Schedule: Operating in a global market requires flexibility; shift work and coverage during weekends/working holidays may be required.