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Client Experience Associate (Solutions for Business), Toronto

Job Description: Client Experience Associate (Solutions for Business - Rates) Reporting to the Client Experience Manager (Solutions for Business - Rates), OANDA's Client Experience Associates are the primary, front-line point-of-contact for our customers and will handle all customer questions and inquiries with the highest degree of courtesy and professionalism to resolve customer issues.  

Specific Duties:

  • Educate customers on OANDA Rates features and benefits.
  • Identify and analyze customer needs to ensure high customer satisfaction, growth and retention of business.
  • Promote positive customer relations by consistently providing premier customer experience and satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.
  • Assist customers with administrative and billing requests and inquiries relating to their OANDA accounts and subscription services
  • Provide basic technical troubleshooting assistance to customers having difficulty with the OANDA accounts and services
  • Take responsibility to keep up to date and request assistance for further development needs
  • Work with other functional teams to resolve customer issues and or concerns
  • Analyze customer feedback and collaborate with product owners to contribute to product improvements
  • Assist Finance function with processing and applying customer payments for Rates products
  • Provide weekly/monthly and ad-hoc Account Receivable reports as needed
  • Maintain a well-developed working knowledge of the complete line of products and services offered by OANDA
  • You will be required to work shifts between the hours of  7am-8pm Monday through Friday

  Desired Skills and Experience

  • Strong PC Skills - comfortable with email and Web browsing/searching
  • Previous call centre experience
  • Detail oriented, reliable, and resourceful
  • Possess courageous integrity
  • Ability to multi-task handling client contact via various channels at the same time
  • Excellent written and oral communications skills combined with the ability to grasp complex concepts quickly
  • Highly self-motivated – ability to work independently, think analytically and creatively.
  • Flexibility to work rotating shifts
  • A good listener who shows empathy and strives to make your customers experience one you would like to have.
  • Able to solve problems independently that is in the customer’s best interest.
  • Receptive to coaching and feedback to help enhance performance to meet goals
  • Positive attitude, flexible nature, thriving in a fast-paced, constantly changing environment
  • Passionate about learning and strive to gain new knowledge about product and service changes.
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