Customer Support

About This Role

Company Overview:

Mitrade is an award-winning global Contract for Difference (CFD) and forex broker, regulated by authorities in Australia (ASIC), Cyprus (CySec), the Cayman Islands (CIMA), Mauritius (FSC), South Africa (FSCA) and United Arab Emirates (SCA). We were founded in Melbourne, Australia and have offices worldwide.

Leveraging our proprietary in-house state-of-the-art technology, Mitrade has developed a one-stop digital trading platform tailored for investors. We offer market data, news and analysis, as well as trading and risk management services within a comprehensive user-centric FinTech ecosystem. Serving over six million users worldwide, Mitrade offers unmatched accessibility across mobile (iOS and Android), desktop, and web platforms.

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 (no-mid night shift required) 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.
• Skillfully 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; weekend shift duties are required.