📍 Job Overview

Job Title: Customer Support Specialist (English Speaking)
Company: FP Markets
Location: Limassol, Cyprus
Job Type: Hybrid (On-site & Remote)
Category: Customer Support
Date Posted: June 11, 2025
Experience Level: Entry-level to 2 years
Remote Status: Hybrid (On-site & Remote)

🚀 Role Summary

Provide exceptional customer support to FP Markets' global client base, assisting with inquiries related to trading platforms, products, and services.
Collaborate with various departments to ensure client needs are met and issues are resolved promptly.
Contribute to a positive and supportive work environment, reflecting FP Markets' commitment to being a Great Place to Work.

📝 Enhancement Note: This role requires a strong focus on customer satisfaction, problem-solving skills, and the ability to work effectively in a multicultural team environment.

💻 Primary Responsibilities

Customer Communication: Handle inbound customer queries via telephone, email, and live chat, providing clear and concise solutions in English.
Client Education: Guide clients on how to use the company's website and trading platforms, ensuring they have a seamless user experience.
Product & Service Information: Keep clients informed about FP Markets' products, services, and any updates or changes.
Internal Collaboration: Liaise with other departments to address client concerns and improve overall customer support processes.

📝 Enhancement Note: This role requires strong active listening skills, patience, and the ability to remain calm under pressure when dealing with upset or frustrated clients.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree or equivalent experience in customer support, business, or a related field.

Experience: 0-2 years of experience in customer support, preferably within the financial services or Forex industry.

Required Skills:

Excellent communication skills in English (both written and verbal)
Strong problem-solving skills and attention to detail
Knowledge of the Forex industry and trading platforms
Proficient in Microsoft Office applications
Ability to work rotation shifts, including evenings, weekends, and public holidays

Preferred Skills:

Experience with customer relationship management (CRM) software
Familiarity with live chat support tools
Knowledge of additional languages (especially Spanish, German, or Russian)

📝 Enhancement Note: While not explicitly stated, having a basic understanding of trading concepts and financial markets would be beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured resume highlighting relevant customer support experience and achievements
Examples of exceptional customer support interactions, demonstrating problem-solving skills and empathy
Evidence of proficiency in English, such as writing samples or language certifications

Technical Documentation:

A list of relevant customer support tools and software you have experience with
Examples of customer support processes or workflows you have implemented or improved

📝 Enhancement Note: As this role does not require a traditional web portfolio, focus on demonstrating your customer support skills and English proficiency through your application materials.

💵 Compensation & Benefits

Salary Range: €20,000 - €25,000 per annum (Based on market research for entry-level customer support roles in Limassol, Cyprus)

Benefits:

Medical insurance and pension fund after the probation period
Competitive remuneration with regular salary reviews and performance-based incentive schemes
Training budget for continuous personal development and growth opportunities
Free access to multiple sports and wellness facilities across the country
Free company-provided parking, fruits, breakfasts, and lunches
Vibrant company life with team activities and global celebrations
Visa and work permit support if required
Birthday gift and a day off on your birthday

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services, specifically Forex and CFD trading

Company Size: Medium (250-999 employees)

Founded: 2005

Team Structure:

A multicultural team with approachable leadership
Close collaboration with various departments, such as Sales, Marketing, and IT
A supportive and positive work environment, reflected in FP Markets being a certified Great Place to Work

Development Methodology:

Agile methodologies for continuous improvement and adaptation to client needs
Regular team meetings and one-on-ones to ensure open communication and address any concerns or ideas

Company Website: https://www.fpmarkets.com/

📝 Enhancement Note: FP Markets' commitment to being a Great Place to Work indicates a strong focus on employee well-being, support, and growth opportunities.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level to intermediate, with opportunities for growth and progression within the customer support team or other departments.

Reporting Structure: Reports directly to the Head of Customer Experience, with close collaboration with other team members and departments.

Technical Impact: Directly influences client satisfaction and retention by providing exceptional customer support and addressing client concerns promptly and effectively.

Growth Opportunities:

Progression to senior customer support roles or team leadership positions
Transition to other departments, such as Sales, Marketing, or IT, with relevant training and development opportunities

📝 Enhancement Note: FP Markets' growth and expansion present numerous opportunities for career progression and development within the company.

🌐 Work Environment

Office Type: A modern and vibrant office in an easily accessible location, with a focus on employee well-being and comfort.

Office Location(s): Limassol, Cyprus

Workspace Context:

A collaborative workspace with open-plan offices and dedicated team spaces
Access to company-provided fruits, breakfasts, and lunches, as well as free parking
Opportunities for social interaction and team-building activities, both in and out of the office

Work Schedule: Rotation shifts, including evenings, weekends, and public holidays, to ensure 24/7 customer support coverage.

📝 Enhancement Note: FP Markets' commitment to employee well-being and work-life balance is evident in their provision of free access to sports and wellness facilities and their support for visa and work permit requirements.

📄 Application & Technical Interview Process

Interview Process:

Initial interview with a People Function member to assess cultural fit (30-45 minutes)
Interview with the future manager to discuss role expectations and assess technical skills (45 minutes to 1 hour)
Assessment to evaluate technical skills (e.g., problem-solving, communication, and customer support abilities)
Final interview with team members to discuss the role and team dynamics

Portfolio Review Tips:

Highlight exceptional customer support interactions and achievements
Demonstrate English proficiency through writing samples or language certifications
Showcase your understanding of the Forex industry and trading platforms

Technical Challenge Preparation:

Familiarize yourself with common customer support scenarios and challenges in the Forex industry
Practice active listening and problem-solving skills to ensure you can effectively address client concerns
Prepare examples of when you went above and beyond to assist a client or improve a customer support process

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Customer Support: Customer Service, Client Support, Helpdesk, Customer Care, Customer Experience
Communication: English, Verbal Communication, Written Communication, Active Listening, Interpersonal Skills
Problem-Solving: Troubleshooting, Issue Resolution, Customer Issue Resolution, Problem-Solving Skills
Industry: Forex, CFD Trading, Financial Services, Trading Platforms, Financial Markets
Tools: Microsoft Office, CRM Software, Live Chat Support Tools, Customer Support Software

📝 Enhancement Note: Tailor your resume and application materials to highlight relevant customer support skills and experiences, as well as your proficiency in English and knowledge of the Forex industry.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

CRM software (e.g., Salesforce, Zoho CRM, or HubSpot)
Live chat support tools (e.g., LiveChat, Zendesk Chat, or Freshchat)
Email client (e.g., Gmail, Outlook, or Zoho Mail)
Phone system (e.g., VoIP, Asterisk, or Genesys)

📝 Enhancement Note: As this role does not require a specific technology stack, focus on demonstrating your customer support skills and English proficiency through your application materials.

👥 Team Culture & Values

Customer Support Values:

Exceptional customer service and support
Strong problem-solving skills and a commitment to issue resolution
Clear and concise communication in English
Empathy and a focus on client satisfaction
Continuous learning and improvement

Collaboration Style:

A supportive and collaborative team environment, with close collaboration with other departments
Open communication and regular team meetings to ensure everyone's voice is heard
A focus on continuous improvement and adaptation to client needs

📝 Enhancement Note: FP Markets' commitment to being a Great Place to Work indicates a strong focus on employee well-being, support, and growth opportunities, as well as a positive and collaborative team culture.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling upset or frustrated clients and maintaining a calm and professional demeanor
Addressing complex customer support issues and finding creative solutions
Balancing multiple customer support channels (e.g., telephone, email, and live chat) and prioritizing tasks effectively

Learning & Development Opportunities:

Continuous personal development and training opportunities, with a focus on customer support skills and industry knowledge
Opportunities to learn from industry leaders and contribute to dynamic business growth
Exposure to various departments and roles within the company, promoting career progression and development

📝 Enhancement Note: FP Markets' commitment to continuous personal development and growth opportunities indicates a strong focus on employee learning and advancement within the company.

💡 Interview Preparation

Technical Questions:

Describe a time when you went above and beyond to assist a client or improve a customer support process (Customer Service, Problem-Solving)
How do you handle upset or frustrated clients, and what steps do you take to ensure their concerns are addressed effectively? (Communication, Customer Service)
Can you walk us through your experience with customer support tools and software, and how you have used them to improve customer support processes? (Customer Support Tools, Problem-Solving)

Company & Culture Questions:

What attracts you to the customer support role at FP Markets, and how do you think you can contribute to our team and company? (Company Culture, Team Culture)
How do you stay up-to-date with industry trends and developments, and how do you apply this knowledge to your customer support role? (Industry, Continuous Learning)
Can you describe a time when you worked collaboratively with a team to achieve a common goal, and what was the outcome? (Collaboration, Teamwork)

Portfolio Presentation Strategy:

Highlight exceptional customer support interactions and achievements, demonstrating your problem-solving skills and empathy
Showcase your understanding of the Forex industry and trading platforms, and how you can apply this knowledge to assist clients effectively
Prepare examples of when you went above and beyond to assist a client or improve a customer support process, and be ready to discuss how you approached these challenges and the outcomes

📝 Enhancement Note: Tailor your interview preparation to highlight your customer support skills, English proficiency, and knowledge of the Forex industry, as well as your ability to work collaboratively and effectively within a team environment.

📌 Application Steps

To apply for this Customer Support Specialist (English Speaking) position at FP Markets:

Submit your application through the provided application link
Tailor your resume and application materials to highlight relevant customer support skills and experiences, as well as your proficiency in English and knowledge of the Forex industry
Prepare for the interview process by familiarizing yourself with common customer support scenarios and challenges, and practicing your active listening and problem-solving skills
Research FP Markets and the Forex industry to demonstrate your understanding of the company and its products and services
Prepare examples of exceptional customer support interactions and achievements to showcase during the interview process

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist ( English Speaking )