Customer Support Representative

About The Company

About the Role

Key Responsibilities

• Respond to client enquiries professionally and within agreed response times.
• Support clients with account access, client portal navigation, deposits, withdrawals, onboarding status, basic platform guidance, and general service requests.
• Log, categorize, update, and close tickets accurately in the CRM or ticketing system.
• Follow approved SOPs, scripts, templates, and escalation procedures.
• Escalate complaints, payment issues, trading-related queries, technical problems, and compliance-sensitive matters to senior team members or the relevant department.
• Maintain clear records of client interactions, internal updates, next actions, and resolutions.
• Follow up on pending cases to ensure clients are updated and issues are not left unresolved
• Participate in training on CFDs, MT4/MT5, client communication, complaint handling, and support workflows.
• Maintain professionalism, confidentiality, and regulatory awareness in all client interactions.
• Perform other support-related duties as assigned.

Skills & Qualifications

• Fresh graduate or up to one year of experience in customer support, financial services, fintech, banking, brokerage, hospitality, or another client-facing role.
• Bachelor’s degree or diploma in Business, Finance, Economics, Banking, Marketing, or a related field is preferred.
• Strong written and verbal communication skills.
• Professional attitude, attention to detail, and willingness to learn.
• Ability to follow procedures and manage multiple client inquiries.
• Basic knowledge of financial markets, trading, or fintech is an advantage but not mandatory
• Familiarity with CRM/helpdesk systems is an advantage.
• Arabic language capability is an advantage.

Perks

• Competitive salary package
• Residence visa coverage including qualified dependents
• Medical insurance coverage including qualified
• dependents