Client Services Officer

Who we are
At Pepperstone, we understand what it means to trade the global markets. Founded in 2010, we are a transformative global fintech: digital, agile, connected, and united by our vision to create a better way to trade. Our culture is vibrant, diverse, global, and results-driven. We have over 550 team members across 11 locations and 9 time zones 

About the role
As a Client Services Officer, you will deliver exceptional client experiences through pre- and post-sales inbound support via live chat, email, social media, and phone. This role reports to the Team Leader based in Santiago, Chile, and works closely with the Client Services team.

Key responsibilities

• Provide outstanding day-to-day customer support via live chat, email, and phone, ensuring all client interactions meet quality standards and KPIs.
• Monitor and manage the main client services inbox and other communication channels, ensuring timely and accurate responses.
• Document and categorize client issues and requests to generate actionable insights for service and process improvements.
• Maintain and regularly update the Website Support Page and Knowledge Base with accurate client information.
• Continuously enhance client communication methods and channels.
• Improve conversion and retention rates for clients contacting the Client Services team.
• Assist clients with account verification when needed.

About you

• Proven experience in a similar role.
• Strong customer focus and a passion for delivering excellent service.
• Effective written and verbal communication skills.
• Attention to detail, even during busy periods.
• Strong relationship-building skills, internally and externally.
• Sound judgment and integrity in decision-making.
• A desire for continuous learning, improvement, and innovation.
• Ability to collaborate and work effectively in a team.
• Comfort working in a fast-paced, evolving environment.
• Proficiency with technology including Microsoft apps, Google Drive, Gmail, Slack, MT4, MT5.
• Fluency in English.
• Commitment to Pepperstone’s values and ongoing development 

Why you’ll love working with us

• Competitive salary structure including company bonus scheme
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option – work from anywhere for up to 6 weeks per year
• Ongoing personal development & learning opportunities
• Paid annual leave and paid sick leave
• 3 paid volunteering days per year & Workplace Giving Program
• Periodic recognition and reward programs for outstanding performance and achievements
• Frequent events and celebrations
• Employee Assistance Program & Wellbeing Initiatives

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 https://pepperstonecareers.com

We understand it’s important to do due diligence on a prospective employer, and see what our team is saying on https://www.glassdoor.com. 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.

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