Retention Specialist at CMTrading

• Your primary responsibility is to cultivate and maintain relationships with existing customers to increase customer loyalty, minimize churn, and maximize revenue for the organization.
• You will be part of a dedicated team focused on retaining customers and ensuring their satisfaction with the company’s products and services. Your role will involve proactively engaging with customers, understanding their needs, and addressing their business relationships with the company.

JOB DESCRIPTION (Key Responsibilities):

• Customer Relationship Management
• Retention Strategy Execution
• Customer Needs Assessment
• Issue Resolution
• Customer Feedback Analysis
• Customer Retention Metrics Tracking
• Product Knowledge and Training

REQUIREMENTS (Skills & Qualifications):

• High school diploma or equivalent; a bachelor's degree in a relevant filed is a plus.
• Have 2 years of previous experience as a Retention Agent in a CFD company/ Forex Brokerage.
• ·Experience in account management, or sales role, focused on customer service retention specific to leveraged products and the effects on client accounts (Margin Call, Maintenance Margin etc).
• Excellent interpersonal and communication skills, both verbal and written.
• Strong problem solving and conflict resolution abilities.
• Have advanced knowledge of the CFD industry and its relevant products (FX/Shares/Commodities/Crypto etc).
• Possess the ability to explain fundamental industry related terms and concepts accurately and easily.
• Ability to read, analyze graphs and apply technical analysis on financial instruments.
• Ability to empathize with customers, understand their perspectives, and provide effective solutions.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Analytical mindset with the ability to interpret customer data and draw actionable insights.
• Self-motivated/target-driven, with the ability to work effectively both independently and as part of a team.
• Adaptability to handle diverse customer personalities and situations.
• Knowledge of the industry and market trends affecting customer retention.