Customer Service Representative - Russia

Company Description

We believe the power of risk-driven investing can help anyone achieve a better life. And we’re here to make this potential a reality for an emerging global generation.  

We provide individuals in the world’s fast-developing economies with guidance, tools, and easy market access so they can trade and invest with confidence. We aim to make our clients their own wealth manager: empowered to create investment strategies and make investment decisions effortlessly, in their own time, on their own terms, in their own way.  

Our story goes back to the first days of online Forex trading - a pioneer of the Metatrader platform, Alpari, expanded rapidly in the world’s emerging markets and was joined in 2011 by our sister brand, FXTM. Now, we are adding further brands to our portfolio. Together, both brands have built a leading global presence in online trading serving over two million clients in 150 countries from regulated centres across four continents. 

Exinity is an energetic and diverse company with offices across Europe, Asia and Africa, and we’re always looking for talented individuals to join us. ‘Freedom to Succeed’ is not just a promise we make to our clients and partners, but to our people too. We’ll help you develop a range of skills, take on early responsibility, and enjoy a rewarding and fulfilling career with a fast-growing, dynamic company

Job Description

The Customer Service Representative is responsible for providing excellent client support by handling customer inquiries, resolving issues efficiently, and ensuring a high level of customer satisfaction. This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced environment.

Responsibilities:

1. Customer Handling & Escalations

• Respond promptly to customer inquiries via phone, email, and chat
• Provide accurate information on products, services, and policies
• Ensure effective and timely resolution of client issues
• Escalate complex cases to senior agents or the Team Lead when necessary

2. Service Quality

• Support new hire training and ongoing development for junior agents.
• Conduct shadowing sessions, refresher training, and peer coaching to improve performance.
• Provide feedback on agent performance, identifying knowledge gaps and opportunities for improvement.

3. Team Collaboration

• Collaborate with colleagues to share knowledge and best practices
• Contribute to a positive and supportive team environment

4. Continuous Improvement

• Identify recurring customer issues and suggest improvements
• Participate in training sessions to enhance knowledge and skills
• Provide feedback on processes and tools to improve efficiency

Qualifications

• Prior customer service experience
• Strong communication, problem-solving, and active listening skills in Russian and English
• Computer literate with sound knowledge of Microsoft Office suite
• University degree in a related field will be considered an advantage
• Knowledge of Meta-Trader platforms will be considered an advantage
• Ability to work effectively in a dynamic and high-pressured environment
• Genuine interest in the financial markets
• Able to work on shift rotation (day, night, weekends)

Please note only: Fluency in Russian is a requirement for this role, as you will be working closely with Russian-speaking clients and stakeholders. Applicants must be fluent in Russian to be considered for this opportunity.

Additional Information

Benefits & Perks

We believe in fairly compensating all our people by providing them with a world-class health insurance plan and a range of both core benefits and flex benefits for individual preferences. You will receive: 

• Hybrid Working Policy

• Personalized Flex-Benefits

• Discretionary performance related bonus 
• A focus on your wellbeing, including talks and access to self-development tools. 
• Medical insurance for employees.  
• Comprehensive leave package of 40 days inclusive of Public Holidays    
• WHAT YOU WILL LOVE ABOUT THIS ROLE 
• “Freedom to succeed” is our core belief. It’s not just a promise we make to our clients and partners, but to our people too. We want our people to LEAP and so in this role you will… 
• [Learn] (e.g., from each other/from new projects). 
• [Exchange] (e.g., information and best practices in an open-minded environment). 
• [Advance] (e.g., by developing skills and accepting greater responsibilities/ your career progression and diversification). 
• [Prosper] (e.g., by acquiring skills/ by nurturing a team of x people). 

Exinity is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.