Customer Support

Customer Support Officer

The Customer Support Officer will provide timely and accurate assistance to customers via phone, email, or live chat in both English and Arabic.

Key responsibilities include resolving customer queries, troubleshooting technical issues, handling complaints, and providing information about the company's products and services. The role also involves guiding clients through account opening, managing deposits and withdrawals, and ensuring adherence to KYC, AML, and due diligence controls. The Officer will balance company policies with customer satisfaction, maintain accurate customer records, and support client-facing departments. Meeting monthly targets and delivering top-quality service are essential to the role.

Responsibilities

• Respond to customer queries and provide support in a timely and accurate way, via phone, email, or live chat (in English and Arabic).
• Provide assistance to customers by identifying problems, researching answers, and guiding the customers through corrective steps
• Assist Customer Support team where applicable
• Handle and resolve customer complaints
• Provides information to customers regarding the Company's services and products,
• Provides quality service and support in a variety of areas including but not limited to System/technical troubleshooting, Login/Account issues, Accounting (deposits and withdrawals) and overall trading enquiries
• Maintain a balance between Company policy and customer benefit in decision making
• Handling issues in the best interest of both customer and Company
• Inform customer about internal regulations and procedures of the Company
• Educates the customer where applicable
• Updates Customer records when necessary
• Offer support to all client facing departments
• Ensure all duties are done in line with the necessary KYC, AML, and due diligence controls
• Provide top-quality customer support during the account opening stages as well as throughout the existence of the trading account
• The Employee shall meet his/her monthly targets as specified by their line manager at the beginning of each month. Such targets are measured at the discretion of the Employer.
• The Employee shall at all times perform his/her duties with the due skill, professional care and diligence and/or any other duties and responsibilities.

Requirements

• Minimum 2 years of proven experience in a similar role within the Forex industry.
• Fluency in English and Arabic (both written and verbal).
• Strong written & verbal communication skills.
• Attention to detail with strong analytical and monitoring skills.
• Proficiency in Microsoft Office Word and Excel.
• Ability to work to deadlines in a high-pressure environment.
• Highly motivated and results-driven.
• Strong interpersonal skills, positive mindset, and cooperative spirit.
• Flexibility to work on a rotation shift schedule.

What We Offer

• Comprehensive Medical Insurance (including Dental & Optical coverage)
• Provident Fund to support your long-term financial security
• Monthly Wolt Allowance for meals and treats on us
• Birthday Benefit your special day deserves to be celebrated
• Exclusive Discount Scheme with our trusted partners
• Team Bonding Allowance to encourage collaboration and team spirit
• Flexible Working Hours to help you balance your work and life