Senior Customer Service Executive

EBC Financial Group is expanding its retail operations and is looking for a dynamic Customer Service Executive to support our retail clients across Latin America. This hybrid role combines exceptional customer service skills with a strong commercial approach to sales and lead conversion. The ideal candidate will contribute to the growth of our retail and Forex business by delivering outstanding service, converting leads, and ensuring high levels of client satisfaction.

The role requires an individual with a passion for helping customers and driving business results, with strong communication skills in both English and Spanish, a deep understanding of the Forex market, and experience in upselling and cross-selling.

Key Responsibilities:

- Customer Service:
Provide exceptional support to retail customers through multiple channels including phone, email, and in-store support.
- Lead Conversion & FTD Performance:
Actively prospect new leads, convert them into clients, and drive first-time deposits (FTD).
- Client Guidance:
Guide clients through the registration and deposit processes to ensure a seamless onboarding experience.
- Sales & Upselling:
Perform initial upsells and cross-sells, helping clients explore additional products and services that meet their needs.
- Client Retention:
Focus on early-stage retention by ensuring clients are fully engaged with EBC products and services.
- CRM & Metrics:
Maintain up-to-date client records in the CRM, track conversion metrics, and ensure that sales targets are met.
- Market Knowledge:
Stay informed about Forex market trends, trading platforms like MT4/MT5, and EBC’s offerings to effectively assist clients.

Qualifications:

- 1–3 years of experience in Forex sales, customer service, or a related field.
- Solid knowledge of Forex trading platforms (MT4/MT5) and an understanding of trading concepts.
- Previous experience in lead generation, FTD conversion, and early-stage retention strategies.
- Strong verbal and written communication skills in both English and Spanish.
- Professional, dynamic, and goal-oriented profile with a passion for sales and customer service.
- Proven ability to manage multiple tasks simultaneously while delivering high-quality service.
- Strong problem-solving skills with a customer-first mentality and ability to drive business results.

Preferred Qualifications:

- Experience in retail, Forex sales, or financial services.
- Familiarity with CRM software and customer support tools.
- Previous experience in fast-paced or high-volume retail environments.
- Knowledge of EBC Financial Group products and services.
- Bilingual in English and Spanish.