Customer Support Officer

Overview

Role Overview

Responsibilities

• Act as the first point of contact for client enquiries received through live chat, email, telephone, and the in-platform support channels, responding within defined service-level targets.
• Guide new clients through the onboarding journey, including account registration, document submission, and Know Your Customer (KYC) verification, in line with the Group's regulatory obligations.
• Assist clients with account-related matters such as profile updates, password resets, deposits, withdrawals, and the status of pending requests.
• Provide clear, practical support on the MetaTrader 4, MetaTrader 5, and MultiBank-Plus platforms, helping clients with login issues, platform navigation, order placement, and general functionality.
• Address questions relating to Forex, CFD, commodity, index, equity, and digital-asset products, explaining trading conditions accurately and without offering investment advice.
• Investigate and resolve client issues at first contact wherever possible, and escalate technical, payment, or compliance-related matters to the relevant department in a timely manner.
• Maintain complete and accurate records of all client interactions, cases, and follow-ups within the CRM and ticketing systems.
• Monitor open cases and proactively follow up to ensure issues are brought to a satisfactory close.
• Identify recurring client concerns and contribute feedback that supports improvements to processes, the knowledge base, and the overall client experience.
• Liaise with internal teams, including Compliance, Payments, Dealing, IT, and Operations, to coordinate the resolution of cross-functional matters.
• Adhere at all times to internal procedures, data-protection requirements, and the regulatory standards applicable to the markets in which the Group operates.

Required Qualifications

• Bachelor's degree in business, finance, economics, communications, or a related field; equivalent practical experience will be considered.
• Demonstrated experience in a customer service, client support, or contact-centre role, ideally within a fast-paced or service-led environment.
• Fluency in either English or Arabic, with strong written and spoken communication in the working language.
• Confident user of computer systems, including CRM tools, ticketing platforms, and standard office applications.
• Strong attention to detail and accuracy when handling client information and account records.

Preferred Qualifications

• Working knowledge of MetaTrader 4 (MT4) and MetaTrader 5 (MT5), or comparable trading platforms.
• Familiarity with Forex and CFD products and how trading conditions are applied.
• Experience supporting KYC and client onboarding processes within a regulated firm.
• Exposure to deposits, withdrawals, and back-office or payment operations.
• Fluency in additional languages, which is a strong advantage given the Group's international client base.

Core Competencies

• Communication and interpersonal skills: conveys information clearly and courteously, and builds rapport quickly with clients from diverse backgrounds.
• Customer-focused mindset: places the client at the centre of every interaction and takes genuine ownership of their experience.
• Problem-solving: assesses issues methodically, identifies practical solutions, and knows when to escalate.
• Attention to detail: handles accounts, documents, and records with precision and care.
• Composure under pressure: stays calm and effective when managing high volumes or sensitive situations.
• Time management: balances multiple client enquiries at once without compromising quality.
• Reliability and professionalism: dependable, discreet, and consistent in upholding the Group's standards.
• Collaboration: works well across teams to resolve matters that span more than one department.

Why Join Us?

• *Work with one of the world’s leading financial derivatives institutions.*
• *Competitive salary plus performance-based incentives.*
• *Access to a dynamic, international, and fast-growing environment.*
• *Strong opportunities for career progression within a global financial group.*
• *Be part of a business committed to innovation, excellence, and long-term growth.*
• *Become part of our international community at MultiBank Group, dedicated to excellence, innovation, and shaping the future of finance.*
• MultiBank Group is an equal opportunity employer.
• We welcome applications from candidates of all backgrounds and do not discriminate on the basis of nationality, gender, age, religion, or disability.