Account Manager - Nairobi

Job summary

The agent will be part of the primary contact team, responsible for converting and retaining leads interested in global financial markets. They will manage assigned leads from partners and IBs, guiding them from initial interest to active trading.

Responsibilities

• Serve as the primary contact for customers across calls, emails, and online channels.
• Introduce clients to our brand, products, and available resources.
• Respond to inquiries, resolve issues, and ensure high levels of customer satisfaction and engagement.
• Manage and nurture lead databases, advancing prospects through the sales funnel with timely follow-ups.
• Conduct inbound and outbound calls, delivering personalized and professional service.
• Accurately log all customer interactions and follow established procedures.
• Identify customer needs, provide clear product information, and capitalize on upsell opportunities.
• Maintain strong, up-to-date product knowledge and project confidence in every interaction.
• Build and sustain meaningful customer relationships based on trust and value.
• Monitor and report customer feedback and trends to relevant departments.
• Continuously work on improving performance and knowledge to enhance customer experience.
• Escalate complex issues to supervisors when necessary.

Qualifications

• Bachelor's degree in Business or a related field
• Minimum 1 year of experience in the Forex and trading environment
• Background in financial services
• Experience in planning and implementing sales strategies
• Experience in customer relationship management

Skills and Competencies

• Superior interpersonal and communication skills, both written and verbal
• Ability to communicate effectively, convince, and challenge when needed
• Proactive, self-starter mindset
• Strong listening skills and a keen sense of service
• Highly disciplined and organized with strong attention to detail
• Flexible, invested, and maintains a constructive attitude

Personal Specifications

• Passionate about financial markets and client engagement
• Eager to grow and thrive in a performance-driven environment
• Committed to continuous improvement and professional development

Job description