Client Experience Representative - FX/CFDs

About This Role

ThinkMarkets is a global financial technology company, specializing in providing multi-asset trading solutions to thousands of clients around the world. With our flagship ThinkTrader platform, we make it available for our clients to trade the world 24-hours a day. Our mission is to bridge the gap between traders, investors, and platforms by allowing access to global markets and thousands of products thus providing our clients the ability to trade the world in the palm of their hand. We use the latest technologies to give traders seamless access to our proprietary trading platforms.

We are looking for a dynamic and commercially minded Arabic speaking Client Experience Representative who can deliver exceptional service while contributing to the company's growth. The ideal candidate will have hands-on experience with trading platforms, the confidence to engage high-net-worth (HNW) clients, and exceptional communication skills.

Key Responsibilities:

• Serve as the primary point of contact for clients, ensuring a seamless and exceptional customer experience across all touchpoints.
• Provide expert support on trading platforms (e.g., MT4, MT5) assisting clients with navigation, troubleshooting, and product understanding.
• Manage client inquiries via email, phone, live chat, and CRM platforms, ensuring timely, accurate, and professional responses.
• Build strong client relationships by understanding their needs and proactively addressing issues to enhance satisfaction and retention.
• Collaborate with internal teams (Trading Operations, Payments, Compliance, IT) to resolve complex client cases efficiently.
• Maintain detailed and accurate records of client interactions and follow-ups using Salesforce or similar CRM systems.
• Analyze client feedback and trends to identify opportunities for service improvement and operational enhancements.
• Support the onboarding of new clients, including platform setup, account verification guidance, and product education.
• Achieve individual and team KPIs, including response times, CSAT, case resolution, and first-contact success.
• Identify opportunities to cross-sell or recommend relevant ThinkMarkets products based on client engagement and trading behaviour.

Key Requirements

• Fluent in Arabic and English (written and spoken)
• Bachelor's degree in Finance, Economics, Mathematics or similar
• 3+ years' experience in client services, account management, or trading support within FX/CFD or financial services
• Strong understanding of FX/CFD trading concepts (leverage, margin, order types, execution)
• Experience with trading platforms such as MT4, MT5, cTrader or similar
• Familiarity with CRM and client support tools
• Strong communication skills with the ability to manage clients under pressure
• Commercial awareness with an understanding of client lifecycle and retention
• Detail-oriented and able to manage multiple priorities in a fast-paced environment
• Flexible to work shifts, including evenings, weekends and holidays