Senior Customer Support Representative
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Key skills for this role
About the Role
Trade W is a leading multi-asset trading platform in the financial services industry, with over eight years of experience and a team of 200–500 professionals.
Key Skills for This Role
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Company Description
Trade W is a leading multi-asset trading platform in the financial services industry, with over eight years of experience and a team of 200–500 professionals.
The company serves more than 6 million active users worldwide, offering CFD trading across forex, cryptocurrency, stocks, indices, metals, and commodities via its app and website.
Trade W’s mission is to provide accessible tools, knowledge, and opportunities that help traders realize value and achieve success.
By combining advanced technology with a transparent, efficient trading environment, the company is building an open, inclusive, and future-focused global trading ecosystem.
With traders at the center of its strategy, Trade W emphasizes innovation, trust, and equal access to financial opportunities.
Role Description
We are looking for a Conversion Agent to join our Customer Support team with a core focus on helping newly converted clients.
This role is critical in resolving deposit-related issues, providing beginner guidance, addressing client concerns as well as ensuring a smooth and positive user experience that leads to better retention.
You'll serve as the bridge between interest and action, turning intent into completed transactions
.
Key Responsibilities
- Make outbound calls or send messages to clients based on distribution and build up solid relationships.
- Proficiently grasp relevant job knowledge, promptly and accurately handle customer demands, and quickly and efficiently resolve user issues within specified time frames to enhance customer retention and satisfaction.
- Proactively identify, summarize, and verify potential issues through clients’ feedback, pass on the problems to relevant departments for follow-up, or propose effective suggestions to assist in business optimization.
- Assist development engineers in resolving customer problems and provide real-time technical support for first-line troubleshooting.
- Handle occasional tasks assigned by supervisors.
Requirements
- Candidates from India only, willing to work at the office located in Business Bay of Dubai.
- Required languages: English and Hindi (Both MUST BE fluent in spoken and written)
- Bachelor’s degree or equivalent experience in Business, Communications, or related field.
- At least 6 years of experience in sales, customer service, or a retention-focused role. With at least 2 years in a leadership role.
- Strong communication and interpersonal skills.
- Familiarity with CRM systems and support tools.
- Self-motivated with a strong desire to achieve targets.
- Ability to multitask, prioritize, and manage time effectively.
- Comfortable working in a fast-paced, target-driven environment.
- Proven data analysis and quality control skills.
- Trading experience in stocks, CFD and crypto will be a plus.
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