Customer Experience Associate (Jordan) - ING377

At INGOT, we believe in building high-performing teams where everyone is in the right seat – not just filling a role, but thriving in it. Our approach emphasizes in getting the right people in the right positions to drive business growth and success.

Here’s what that means for YOU:

You’ll excel at what you do because you’re in a role that aligns with your skills and passions

You’ll be aligned with our core values - High Ethics, Commitment and Innovation – we’re looking for team members who get it, want it, and have the capacity to do it

We want you to thrive in an environment where your contributions matter, and you can make an impact on our mission.

If you’re a high-energy, results-driven professional who’s ready to take on a role that matches your expertise and values, we’d love to connect! Check out the details below and see if this is the right fit for you.

Purpose of Role/Summary:

The Customer Experience Associate is responsible for delivering frontline client support and operational execution within the CX Department. This role ensures seamless client interactions across all channels, accurate and timely handling of operational tasks, and strict compliance with internal procedures and regulatory standards. Acting as the bridge between clients and internal functions, the Associate supports both customer satisfaction and operational excellence.

Main Activities and Responsibilities:

Respond promptly and professionally to clients via Zendesk, Live Chat, WhatsApp, LinkedIn, email, and social media

Handle standard account, platform, and transaction inquiries in line with SOPs

Assist with onboarding and KYC verification

Maintain accurate documentation in CRM and ticketing systems

Process manual account-related requests including:
*Manual account opening, closures, and terminations
*IB/Affiliate creation and updates
*Trading group and MT group updates
* Manual transactions and adjustments             

Maintain accurate records for audit readiness and compliance

Identify complex or high-risk cases and escalate to the CX Specialist or Team Leader

Provide complete notes and clear documentation for escalations

Collaborate with Compliance, Risk, and Technical teams to resolve interdepartmental issues

Ensure adherence to AML/KYC requirements across jurisdictions

Follow SOPs and entity-specific regulations

Uphold SLA and QA targets for response and resolution times

Attend training sessions to continuously enhance product and process expertise

Contribute ideas for improving workflows and client experience

Adhering to any requests that are related to the above points while upholding the company’s values (Ethics, Committed, Innovation) at the highest standards

Any other duties relevant to the role

Required Skills & Experience

Bachelor’s degree in finance and/or Economics is preferrable. Business Administration is acceptable

Ambitious and determined candidates who hold other degrees may be considered

1+ year in Customer Experience and/or Financial Service preferred (Fresh graduates who are motivated will also be considered)

Fluent both in English and Arabic (written and spoken) – Any Additional languages such as Greek, Spanish, and French are a plus

Ability to identify issues, analyze root causes, and implement effective solutions in a timely manner

Works collaboratively with colleagues across functions to achieve shared goals and maintain a positive team environment

Demonstrates high attention to detail, quality, and consistency in all deliverables while adhering to organizational policies and procedures

Adaptability and Stress Tolerance: Remains flexible and effective under pressure, adjusting to changing priorities and maintaining performance in challenging situations

Further Info:

This is a shift-based position - Flexibility to work shifts that cover 24 hours and weekends - 5 working days per week

Shift A: 7 am till 3:30 om

Shift B: 3 pm till 11:30 pm

Shift C: 11 pm till 7:30 am next morning

The role is in Jordan with the possibility of transfer to Cyprus

Friendly and fun working environment

A competitive compensation package will be offered to the successful applicant which includes great benefits etc