Client Experience Officer

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 organisational culture is ever-evolving, vibrant, diverse, global and results focused. You’ll find our 550+ team currently across 11 locations and 9 time zones.

The Role

Our Client Experience Officer provides exceptional client experiences through pre- and post-sales inbound support to clients via live chat, email, social media and phone. This role reports to Client Experience Team Leader and work closely with others in the Client Experience team. The Client Experience Officer monitors trading conditions, undertakes client problem solving and provides reports on client feedback and client requests. The Client Experience Officer is responsible for providing excellent customer service whilst also maintaining the highest possible compliance and regulatory requirements set by the company.

Key Responsibilities

• Provide exceptional day-to-day customer support through live chat, email, and phone, ensuring all client interactions align with quality standards and KPIs.
• Monitor and manage the main inbox of Client Experience department and other communication channels, ensuring timely and accurate responses to client inquiries.
• Document and categorize client issues and requests to generate actionable insights for management to improve services and processes.
• Maintain and regularly update the Website Support Page and Knowledge Base to ensure accurate and up-to-date client information.
• Continuously improve client communication methods and channels to enhance the overall client experience.
• Improving the Conversion and Retention ratios for clients who contact the Client Experience team.
• Assisting clients with their account verification whenever required.
  

The role reports to the Client Experience Team Leader, based in Limassol, Cyprus.
We support flexible working. This position can be performed from both a mix of at our office and from home. Your manager will share details and expectations of your team’s regular cadence of working locations.

About you

• Demonstrated experience working in a similar role. 
• Strong customer focus, the ability to relate to and understand our clients and a passion for providing excellent customer service. 
• Proven ability to effectively communicate both written and verbal.
• Attention to detail with the ability to maintain quality even in busy times. 
• Strong relationship building skills, both internally and externally. 
• Ability to use good judgment, act and make decisions with integrity. 
• Desire and passion for continuous learning, improvement, and innovation. 
• Ability to effectively collaborate and work as part of a team. 
• Ability to work in a fast-paced and ever-evolving environment where priorities can change quickly.
• Proficiency in working with technology, including Microsoft applications, Google drive, Gmail, Slack, MT4, MT5.
• Fluency in English
• Ability to live the Pepperstone values 
• Committed to ongoing learning and development

Why you will enjoy working with us

• Competitive salary structure including company bonus scheme
• Flexible and hybrid working
• Remote working option - work from anywhere for up to 6 weeks per year
• 10 days of Company paid sick leave annually  
• 21 days of paid vacation within the first year of employment, increasing to 25 days after one year 
• 3 paid volunteering days per year & Workplace Giving Program
• Comprehensive medical insurance with coverage for your healthcare needs
• Pension fund
• Employee referral bonuses for referring top talent to the company 
• Ongoing personal development & learning opportunities
• Periodic recognition and reward programs for outstanding performance and achievements
• Frequent events and celebrations
• Genuinely collaborative and friendly culture
• Employee Assistance Program & Wellbeing Initiatives
• Convenient and cozy office located near the Limassol Municipal Garden

More about Pepperstone

We’re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit Pepperstonecareers.com and www.linkedin.com/company/pepperstone/

We understand it’s important to do due diligence on a prospective employer, and see what our team is saying on Glassdoor. We respect our team members’ experiences and will never pay to remove a negative review.

Pepperstone is an equal-opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.

“We are a 2025 Circle Back Initiative Employer – we respond to every applicant”.

We will be reviewing applications as they come through, so if this is an opportunity that excites you, don't wait. Express your interest by clicking the apply button below as soon as possible.

Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.