Equiti is seeking a career-minded individual who is highly motivated, and client-focused for a full-time position as a Retail Support Manager who will be based in our Jordan office. You will manage a pro-active and professional Client Support Team within the Foreign Exchange industry for the key operational activities including the implementation of systems and processes. Successful candidates are required to have experience managing teams in fast-paced retail environments.
The Customer Support Manager will be responsible for driving superior customer support to clients through policies, procedures, and setting goals whilst keeping the team motivated. You will be up to date on industry products and trends, and train staff accordingly.
The ideal candidate will have proven experience working in a customer support position, show excellent managerial skills and interpersonal skills, be able to communicate to an exceptional standard, and be a role model and mentor to staff.
Communicate the vision and objectives of the customer support team by monitoring and reviewing each agent’s contribution to the betterment of the department and appraising outstanding customer support performance.
Be visible and available at all times, providing guidance, instruction and direction to the team.
Mentor team members, identify lapses, and conduct training on the job to equip staff with knowledge of developing trends in order to build a highly skilled department.
Play a role in conjunction with the human resources department in recruiting, orienting, training, assigning, coaching, and disciplining Customer Support Agents.
Ensure that members of the Operations team adhere to company rules and work ethics.
Create and expand the current processes and procedures to improve the overall efficiency and documentation and specify product requirements for operational success.
Provide a professional, efficient, accurate and customer orientated service in line with agreed standards and processes. Prioritising workload as required and ensuring all calls / visitors are dealt with appropriately to guarantee client satisfaction.
Build a strong relationship with clients and team members in order to improve the client experience.
Liaise with departments across different entities to ensure the Client Support team has all necessary information to perform their roles.
Assist with ad hoc projects as assigned by the department manager.
Coordinate monthly reports of the Client Support Teams performance and production activities and KPIs.
Facilitate interactions between the internal team and the hosted platforms for the overall success of the organisation.
Manage all client complaints in a highly proficient manner, resolving all issues within reasonable time.
Work closely with the Head of Operations to ensure timely and accurate requests are dealt with.
Oversee the Client Support Teams daily responsibilities.
Communicate even complex concepts in clear, simple, and easily understandable terms.
Managing the customer support department’s day-to-day functions.
Implementing customer support processes to enhance customer satisfaction.
Formulating and revising customer support policies and promote their implementation.
Informing the team of all new information related to products, procedures, and trends.
Assessing support statistics and preparing detailed reports on the findings.
Interviewing and hiring new employees.
Overseeing and evaluating the team's ongoing training efforts.
Delivering performance evaluations and following the disciplinary process according to company policy.
Managing the budget of the customer support department.
Skills and Competencies:
Strong analytical and problem-solving skills.
Excellent management and attention to details. Being flexible and adaptable is very important.
Aptitude for building relationships and ability to communicate on complex issues.
Fluent in spoken and written Arabic, and English.
Good knowledge of Microsoft Office, computer operation and experienced with Excel formulas.
Self-starter and able to work with minimal supervision.
Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
Has capacity to adapt to the changing market environment and work well under pressure.
Proven experience as a customer support specialist, preferably within a similar environment.
Thorough knowledge of legislation pertaining to consumer protection.
Prior experience in a managerial or supervisory role is mandatory.
Demonstrate an ability to use raw data and information to analyse customer support trends and develop strategic solutions and insights that will lead to more efficient customer service and customer satisfaction.
Well-developed arbitration skills with the ability to remain impartial.
Affinity for multitasking with precision.
Capacity to accept and utilize constructive criticism.
Alignment with our company's values.
Required Knowledge, Qualifications and Experiences
Degree holder in Business, Finance, Economics, or Business-related.
3 – 5 years’ experience in Finance / Banking / Customer Service industries is mandatory.
Excellent interpersonal and customer service skills in English and Arabic.
We are proud to have a team that is defined by the utmost integrity, professionalism and dedication.
We are always on the lookout for talented individuals who can perform and excel in a dynamic and innovative working environment.
We view each and every one of our employees as an indispensable part of the team.
Be Part Of Equiti Team
At Equiti Group, outstanding performance is always rewarded and career growth is carefully nurtured with professional development opportunities in a dynamic environment. We provide various benefits to our employees including:
We are actively expanding our training & development programs to ensure our employees not only meet their regulatory training obligations but also have the opportunity to develop their knowledge & expertise, as well are equipped to succeed in a rapidly changing sector characterized by technological, product & digitalization innovation.
Personalized career development
With energy, drive and imagination, there’s no limit to where your career can go at Equiti. With a diverse workforce and geographical spread of offices, we strongly support career development initiatives as well as providing a range of opportunities for professional & life experiences.
Your point of view matters and with freedom of expression & collaboration as two of our core corporate values you deserve to feel included. We want you to be empowered to use your voice and become an integral part of our unique global team. Whoever you are, wherever you are if you are interested in having a global career within a fast-moving FINTECH environment, Equiti could be for you!
From mentoring young talents to help budding entrepreneurs join a global thriving organization where culture & work-life balances underpin many aspects of our business you’ll have the chance to grow your skills, knowledge and experience in the most dynamic yet family environment.
Group Medical Insurance Scheme
We also provide health plan schemes that supports our employees with their general well-being.
Attractive compensation and benefits packages
We offer attractive competitive compensation & benefits packages.
Having embedded a performance culture across Equiti, we offer performance-based incentives which have the potential to grow as Equiti grows. When you thrive, we thrive!
Here at Equiti:
People Are Our Greatest Asset
Our Vision Statement
Equiti’s ambition is to become the global industry leader by offering the highest service excellence based on market and reputational expertise; leading in innovative technology and offering unrivalled industry and client-tailored solutions.
Our Mission Statement
Equiti embraces innovative technological solutions to stay ahead of its peers, to gain market share and to create shareholder value. Applying strong ethical and transparent business practices, we provide a supportive environment that promotes the freedom of ideas and a collaborative approach to our goal of achieving excellence in everything we do.
Our people are what makes us one of the most trusted and recognized Forex company in the region. To continue our growth, we are constantly striving to hire talented individuals with an insatiable drive for creating differentiated value and achieving business success.
Whatever your field of work is, whether your skills lie in financial services, sales, marketing and PR, legal, IT or digital development, we offer challenging and rewarding career opportunities for experienced professionals, fresh graduates and students seeking summer internship programs.
The development and career management of our people are critical to the success and growth of the Group. Talent Management refers to our ability to identify and develop the full potential of our people, foster engagement and boost performance to reach Group’s goals.
Join The Game-Changers
We owe our success to the hundreds of highly qualified professionals around the world who constitute the backbone of our group