Client Operations Officer New Dubai

FxPro Group; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

FxPro Group is hiring a Customer Support Officer to assist clients and provide expert product guidance. You will handle inquiries via calls, emails, and chat, resolve issues, and escalate complex concerns to the relevant teams while supporting back-office processes and onboarding.

The role requires at least 1 year in a similar position, knowledge of MT4/MT5 or cTrader is a plus, and a valid visa and medical insurance. Fluency in English is essential, and additional languages are advantageous.

Qualifications

• University degree or equivalent work experience.
• At least 1 year in a similar role.
• Knowledge of trading platforms MT4/MT5 or cTrader is a plus.
• Excellent command of English; additional languages are a plus.
• Visa and medical insurance required.

Responsibilities

• Respond to customer inquiries via calls, emails, and chat in a timely, professional manner.
• Troubleshoot issues and escalate to appropriate team as needed.
• Provide product information and guidance to users.
• Coordinate with Client Accounting, Technical Support, and Back Office.
• Assist with back-office tasks and onboarding procedures (KYC) and deposits.
• Contribute to process improvements in support workflows.

Skills

Customer service

Communication skills

English proficiency

Team collaboration

Education

University degree

Tools

MT4/MT5/cTrader

Job description

Join FxPro: a leading international fintech company. Be a part of our expanding international team, with offices in Limassol, London, Nassau, and Dubai. FxPro boasts a diverse workforce of over 500 employees representing 40 nationalities, making it an exciting and dynamic workplace. AtFxPro, we see each team member as an integral part of our success story.

As a Customer Support Officer, you will assist the clients of FxPro. The Customer Support Officer responsibilities include but not limited to providing support to customers through various ways, answering customers’ questions and resolving problems.Shifts Schedule

• 12:00pm - 8:00am

Responsibilities

• Respond to customer inquiries: Handle incoming customer calls, emails, and chat messages in a timely and professional manner. Provide prompt and accurate responses to customer inquiries regarding products, services, and technical support.
• Troubleshoot and resolve issues: Identify and diagnose customer problems or concerns, and provide appropriate solutions or escal to the relevant team member for further assistance. Take ownership of customer issues and ensure timely resolution.
• Provide product information and assistance: Educate customers on the features, benefits, and usage of our products or services. Offer guidance and troubleshooting steps to help customers maximize their experience and achieve their desired outcomes.
• Collaborate with cross-functional teams: Liaise with other departments, such as Client Accounting, Technical Support, and Back Office, to address customer needs and resolve complex issues. Foster effective communication and coordination among team members to ensure a seamless customer experience.
• Escalate complex issues: Identify and elevate complex or unresolved customer issues to the appropriate Supervisor or Manager Follow established escalation procedures to ensure timely and effective resolution.
• Continuously improve customer support processes: Identify areas for improvement in customer support workflows, documentation, or training materials. Share feedback and suggestions with the team to enhance the overall customer support experience.
• Perform Back Office and Client accounting: Able to follow internal onboarding (KYC) procedures and process deposits.

Requirements

• University Degree or relevant working experience.
• At least 1 year of experience in a similar role.
• Knowledge of trading platforms (MT4, MT5, or cTrader) will be considered an advantage.
• Excellent command of the English language (verbal and written). Any additional spoken language will be considered an advantage.
• Visa and medical insurance.
• Excellent working environment.
• Opportunity to work with a truly global brand.
• Career growth and professional development.