About Us
VT Markets is an award-winning multi-asset brokerage trusted by over 3 million traders in over 160 countries with 450 employees - and growing. Founded in 2015 with the mission to make trading accessible to everyone, VT Markets offers a robust trading environment, over 1000 tradeable instructions, ultra-low spreads, and lightning-fast execution. We are committed to providing excellent customer service and empowering modern trades to seize market opportunities. Our platform allows traders to trade anytime, anywhere, supporting them in their journey to build a safe financial future.
Your Role in VT Markets
As a CS&OP Executive reporting to the CS & Operations Manager within our CS&OP Department, you will work in an onsite office environment with shift arrangement for Philippines market coverage. This role involves close collaboration with our sales team to deliver exceptional customer service and operational support for our international clients. You will act as a key point of contact for Filipino-speaking clients, ensuring consistently high levels of customer satisfaction while supporting critical operational processes that directly contribute to VT Markets growth and service excellence in the Philippines market.
Working Hours: 10:30am - 7:30pm / 11:30am - 8:30pm from Monday to Friday
What Makes You a Great Fit:
Job Experience & Education
- Bachelor's degree in any field or equivalent work experience in customer service or operations.
- 1-2 years of customer service experience, preferably in financial services, fintech, or international business environment.
- Experience with multi-channel customer support platforms and operational processes.
Technical and Functional Skills
- Fluent proficiency in English and Filipino language with excellent written and verbal communication skills.
- Strong computer skills and typing proficiency for efficient customer interaction and operational task management.
- Knowledge of financial markets, trading platforms, or brokerage services is advantageous.
Soft Skills
- Strong service-oriented mindset with genuine commitment to helping customers succeed.
- Excellent problem-solving abilities with patience and empathy when handling customer concerns.
- Adaptability and resilience to work effectively in shift arrangements and a fast-paced environment.
What Success Looks Like:
- Customer Satisfaction Excellence: Achieve consistently high customer satisfaction scores and positive feedback through professional, timely, and effective support delivery.
- Operational Efficiency Enhancement: Contribute to improved response times, streamlined processes, and optimized workflow efficiency within the CS&OP department.
- Cross-Departmental Collaboration: Effectively coordinate with Sales and other teams to ensure seamless customer experience and successful resolution of complex issues.
Your responsibilities will include:
- Competitor Research: Regularly collect and analyze competitors products, services, and market strategies to provide actionable insights and data support for business optimization and strategic planning.
- Account Processing: Handle new account opening procedures efficiently, ensuring all documentation and verification requirements are completed accurately and promptly.
- Multi-Channel Customer Support: Provide professional assistance to clients worldwide through various live support channels including Facebook, Telegram, and other digital platforms.
- Technical Support Delivery: Support clients with platform-related technical issues and troubleshooting, providing step-by-step guidance to ensure optimal trading experience.
- Cross-Department Coordination: Facilitate effective communication and coordination between different departments to resolve complex customer issues and ensure seamless service delivery.
- Documentation Management: Prepare, review, and translate various customer documents and communications to support client needs and operational requirements.
- Issue Resolution: Handle customer inquiries, complaints, and concerns with professionalism, ensuring timely and satisfactory resolution to maintain customer trust.
- Client Relationship Management: Build and maintain positive relationships with clients through proactive communication and service excellence.
- Operational Support: Complete assigned operational tasks that support overall department efficiency and business objectives.
- Service Quality Maintenance: Ensure consistent delivery of high-quality customer service across all client touchpoints and communication channels.
What We Offer:
As official partners of Newcastle United F.C., VT Markets aspire to break the ancient boundaries of traditional personal finance. Through a culture of transparent and objective performance management, we are in constant pursuit of excellence, individually and collectively. Here, collaboration and intrapreunership is incentived and we aim to empower everyone to understand their contribution to strategic business outcomes through their individualised roles. You can expect personal growth as we aim to lead this fast-growing industry alongside a global team of diverse cultures across over 15 countries.
Your journey after applying:
- First round screening with our talent acquisition partner.
- Second round interview with the hiring manager.
