Customer Service Representative

Company Overview

Role Summary

• Responding to clients’ inquiries via various means/channels in a timely manner, processing account applications in accordance with regulatory requirements.
• Ability to work a variety of shifts to provide a well-rounded service to global customers.
• What are your key day-to-day responsibilities:
• Assist Clients with account opening, verification and funding processes.
• Provide high quality and best-in-class service to our clients across web chat, phone, email and social media channels (bulk of the interaction will be over web chat).
• Consistently take initiative to resolve customers’ queries with full dedication and determination by identifying problems and solutions in a timely manner.
• Skilfully probe for and understand customers’ needs, identify business opportunities and ways to improve customers’ experience; go above and beyond ‘customer service’.
• Proactively liaise with various departments to assist in resolving customers’ queries.
• Proactively learn about the financial markets, CFD industry and Mitrade’s platforms.
• Be a team player and collaborate with the CS Team to manage shifts, resources, volume and customer feedback.

What We Require From You

• Proficiency in English and Arabic is essential; additional languages such as Spanish, German, Portuguese, Thai, or Vietnamese are a strong advantage.
• Strong ability to handle customer inquiries and manage client interactions, effectively addressing challenges to improve conversion rates through our app.
• Previous experience in the financial or fintech sector is required.
• Enthusiastic about customer service, with strong problem-solving skills.
• Strong sense of integrity and professionalism.
• Open-minded, cooperative personality with a willingness to grow within a team environment.
• Commitment to long-term career growth and continuous professional development.
• Strong proficiency in MS Office; experience with CRM tools is an advantage.
• Familiarity with local payment channels is considered a plus.
• Willingness to work a 5-day week, including public holidays and shift duties.