Senior Customer Service & Support Specialist
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About the Role
About ZUPERCT INTERNATIONAL LIMITED ZUPERCT INTERNATIONAL LIMITED (Registration No. 8441119-1), incorporated in 2026 in the Republic of Seychelles, is an emerging global CFD (Contract for Difference) broker headquartered in Dubai, UAE.
Key Skills for This Role
Full Job Posting
About Zuperct International Limited
ZUPERCT INTERNATIONAL LIMITED (Registration No. 8441119-1), incorporated in 2026 in the Republic of Seychelles, is an emerging global CFD (Contract for Difference) broker headquartered in Dubai, UAE.
Founded by a team of seasoned finance professionals, ZUPERCT is committed to providing retail and institutional investors with efficient, transparent, and secure access to global financial markets.
Role Overview
As a founding customer service team member, you will not only handle front-line client support but play a key role in building the customer service framework — including SOPs, knowledge bases, and CRM infrastructure — that will scale with the business.
You will deliver professional, rapid, and culturally-attuned support to Middle Eastern HNWIs and retail traders.
This is a rare opportunity to define the client experience standards for a fast-growing fintech from day one
.
Client Service Execution (50%
- )
- Respond promptly to client inquiries, complaints, and issues via multi-channel support (phone, email, Live Chat, WhatsApp, WeChat)
- Handle full account lifecycle support: account opening/KYC review, deposit/withdrawal inquiries, trading dispute resolution, and MT5 technical assistance
- Provide dedicated one-on-one white-glove service to VIP/HNW clients, building long-term relationships and trust
- Guide clients through MT5 platform operations (login, order placement, product queries, position management)
Service Framework Building (30%)
- Develop and continuously refine customer service SOPs, FAQ knowledge base, and service scripts
- Drive CRM system adoption and establish usage standards (Salesforce, HubSpot, or bespoke broker CRM platforms)
- Track and report on CSAT (Customer Satisfaction) and First Call Resolution (FCR) metrics; surface client feedback trends to management for strategic decision-making.
Client Retention Support (20%)
- Identify dormant or at-risk clients and collaborate with marketing and operations teams on re-engagement campaigns
- Compile and relay client experience feedback as actionable input for product and operations improvements.
Essential
- Bachelor's degree or above in Finance, Business, Communications, or a related field
- 3+ years of experience in financial services (CFD/FX/securities/digital assets) customer service or CRM roles
- Familiar with the full broker client lifecycle: KYC/AML review, account management, deposit/withdrawal processing
- Basic MT4/MT5 platform knowledge sufficient to guide clients operationally and troubleshoot common issues
- Outstanding communication and emotional intelligence; proven ability to handle high-pressure complaints with professionalism and empathy
- Fluent in English (written and spoken) — mandatory
Preferred
- Native or professional-level Arabic is the #1 priority for this role — you will be the primary voice for our Middle East client base
- UAE or GCC financial services experience strongly preferred — you understand the regional client culture and expectations
- Fluent Mandarin Chinese preferred — for effective coordination with Group HQ
- Experience managing broker KYC/account opening workflows
- Familiarity with UAE client culture and local compliance standards (DIFC/ADGM frameworks)
- CRM system proficiency (Salesforce, Freshdesk, Zendesk, or similar)
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