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Our Services
Customer Support
Our Customer Support Representatives are the first point of contact for our clients, offering assistance through phone calls, chats, emails, and KYC document checks. Our team’s responsibilities include:
Handling Communication Channels
Engaging with clients through live chat, emails, and phone calls to assist with inquiries related to trading platforms, account management, and technical issues.
Resolving Complaints
Effectively addressing client complaints and concerns, providing timely solutions, and escalating issues as necessary to ensure client satisfaction.
Coordinating with Other Departments
Collaborating with Compliance, Risk Management, Dealing, and Back Office departments to address complex issues and ensure seamless resolution.
Maintaining Client Relationships
Building and nurturing positive relationships with clients, ensuring exceptional service experiences and fostering client loyalty.
Documentation and Reporting
Keeping detailed records of client interactions to identify trends, improve service quality, and inform training and development initiatives.
Back Office Operations
Our Back Office Representatives focus on the financial aspects of client transactions, working diligently to ensure accuracy, compliance, and efficiency. Key responsibilities include:
Processing Daily Payments
Managing withdrawals, deposits, and bonuses while adhering to regulatory requirements and company policies.
Working with Payment Service Providers (PSPs)
Collaborating with PSPs to facilitate fund transfers, addressing any discrepancies, and ensuring smooth payment processing.
Communicating with Other Departments
Working closely with Customer Support, Compliance, and Risk Management to resolve payment-related inquiries and maintain seamless operations.
Quality Assurance
Our Quality Assurance agents are essential in maintaining the highest standards of service and compliance. They are responsible for:
Monitoring Phone Calls
Listening to calls to ensure communication adheres to regulations and company standards, including proper risk disclosures and professionalism.
Checking Risks
Assessing trading activities to ensure risk management protocols are followed, safeguarding both traders and clients from financial risks.
Quality Control
Evaluating service quality by assessing response times, information accuracy, and overall client satisfaction to enhance service delivery.
Documentation and Reporting
Keeping detailed records of assessments and findings to provide crucial feedback for continuous improvement.
