Client Experience Officer

at  Pepperstone

The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we’re digital, nimble, connected, and united in our vision to create a better way to trade.
We thrive on progress – for our clients and for ourselves. Our organizational culture is ever-evolving, vibrant, diverse, global, and results-focused. You’ll find our 350+ team currently across 9 locations and time zones.

You, as our Client Experience Officer, play a crucial role in ensuring our clients have outstanding experiences, offering support through live chat, email, social media, and phone interactions both before and after-sales. You will be reporting to the Senior Client Experience Officer and collaborating closely with your colleagues in the Client Experience team. In this role, you’ll be monitoring trading conditions, resolving client issues, and compiling reports on client feedback and requests. Your responsibility includes delivering excellent customer service while upholding the company’s highest compliance and regulatory standards.

As our Client Experience Officer, your key responsibilities include, but not limited to:

• Being a client champion by delivering outstanding day-to-day customer support through live chat, email, and phone, aligning with quality standards and KPIs.
• Monitoring and promptly responding to the primary client services inbox and other channels to ensure accurate and timely client responses.
• Recording and organizing client issues and requests to offer actionable insights to management.
• Keeping our Website Support Page and Knowledge Base current and relevant.
• Enhancing and refining client communication channels and methods.
• Elevating Conversion and Retention ratios for clients engaging with the Client Services team.