Customer Service, Trainer

Job Description

Company Description

In the fast-growing economies of the world, there’s a new generation of ambitious younger people  eager to gain financial independence. And they’re turning to the world’s financial markets to achieve it. Exinity’s mission is to empower them to succeed. We design, engineer and market a growing range of innovative trading and investing products that meet their expectations for choice, creativity and control, and which are backed by risk management tools, education – and a great customer experience.

For over 20 years, Exinity has provided leveraged trading to some two million customers through our global brands Alpari and FXTM.  Now, we are adding further brands to our portfolio – with a further three planned for rollout by the end of 2022.

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

• Develop and deliver training programs for new hires and existing customer care team members.
• Conduct training needs analysis to identify gaps in skills and knowledge and develop targeted training programs to address them.
• Work with the Quality Lead to identify areas for improvement in customer service and develop training programs to address them.
• Monitor the effectiveness of training programs and make recommendations for improvements.
• Develop and maintain training materials, including training manuals, job aids, and other resources.
• Coordinate training schedules and ensure all team members receive training as required.
• Keep up-to-date with industry trends and best practices related to customer service training.

And the finer details: 

• Leading by example as a role model for Exinity values and professional standards.
• Driving continuous improvement within your areas of responsibility.
• Building strong relationships with CS representatives/senior representatives within the departments to contribute to our customer’s journey and end-to-end experience
• Working closely with the Customer Service Team leads and WFM team to drive high levels of operational efficiency

Qualifications

• Bachelor’s degree in business administration or a related field.
• At least 3 years of experience in a customer service training role, with experience in developing and delivering training programs.
• Excellent communication and presentation skills.
• Strong coaching and mentoring skills.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Experience working in a fast-paced environment and managing multiple priorities.
• Knowledge of trading or financial services industry is a plus.

Additional Information

• Competitive Salary 
• Discretionary annual bonus
• Medical insurance
• 40 days annual leave (including public holidays)
• A focus on your wellbeing, including talks and access to self-development tools 
• Global Employee Assistance Program.