Job Description
We are seeking a proactive and customer-focused Customer Support Executive to join our growing team. The ideal candidate will be responsible for delivering exceptional front-line support to clients, assisting with onboarding, resolving platform-related issues, and ensuring a smooth customer experience within the trading environment.
This role is critical in maintaining high levels of customer satisfaction while ensuring compliance with internal policies and regulatory standards.
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Key Responsibilities
- Serve as the first point of contact for client inquiries via phone, email, WhatsApp, and live chat.
- Assist clients with account registration, KYC verification, and funding procedures.
- Provide support for trading platform issues, login problems, and trade-related queries.
- Guide clients through the onboarding process and ensure a seamless account setup experience.
- Maintain accurate client records and interactions through CRM systems.
- Collaborate with Sales, Compliance, and Back-Office teams to resolve client issues efficiently.
- Ensure all customer interactions are handled in accordance with company policies and regulatory requirements.
- Monitor customer feedback and contribute to ongoing service improvement initiatives.
- Escalate complex technical or compliance-related matters to the relevant departments when necessary.
- Deliver professional support during high market volatility and fast-paced trading conditions.
Requirements
- Minimum 1 year of experience in a Customer Support or Client Services role within the Forex/CFD brokerage industry.
- Strong knowledge of CRM systems such as FxBO and Zoho One.
- Familiarity with trading platforms including MT4, MT5, and CQG.
- Good understanding of KYC procedures, client onboarding, and the financial trading lifecycle.
- Excellent verbal and written communication skills in English.
- Arabic language proficiency will be considered an advantage.
- Strong problem-solving abilities and the capability to multitask effectively.
- Ability to handle clients professionally under pressure and during volatile market conditions.
- Bachelor’s degree in Business Administration, Finance, Information Technology, or a related field is preferred.
- Good knowledge of financial market operations and trading terminology. Strong understanding of trading accounts, margin requirements, leverage, swaps, and order types.
- Proficient in Microsoft Excel and capable of handling reports & client data.
Languages Required
- English
- Arabic (Advantage)
Employment Type
How to Apply
Please send your updated resume to [email protected]
with the subject line: “Customer Support Executive – Application”
Work Location: In person
