Client Services Associate

Capital Com SV Investments Limited; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading trading platform is seeking a Client Services Associate to provide high-quality support to clients in a dynamic trading environment. The role requires handling client queries, ensuring high customer satisfaction, and collaborating with various teams. Candidates should have 1-2 years of customer service experience in online trading and be proficient with CRM tools like Zendesk and Jira. Strong communication and problem-solving skills are essential for success in this position.

Qualifications

• 1–2 years of experience in customer service within online trading, forex, or CFD environments.
• Understanding of financial platforms, trading concepts, and client‑support workflows.
• Knowledge of regulated environments and KYC/AML processes.

Responsibilities

• Provide timely, accurate, and professional assistance to clients via live chat, phone, and email.
• Support CFD and financial trading clients across multiple regions and languages.
• Manage and resolve client complaints at the first point of contact whenever possible.

Skills

Customer service experience

Problem-solving skills

Communication skills

Multitasking skills

Tools

Zendesk

Jira

Job description

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top‑rated products have won prestigious industry awards for their cutting‑edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever‑growing talented team.

As part of the Customer Service team, the Client Services Associate provides high‑quality support to clients in a fast‑paced online trading environment. The role focuses on delivering accurate, timely, and professional assistance across all communication channels while ensuring adherence to regulatory guidelines and maintaining exceptional customer satisfaction.

Responsibilities

• Provide timely, accurate, and professional assistance to clients via live chat, phone, and email.
• Support CFD and financial trading clients across multiple regions and languages.
• Handle client queries related to trading platform functionality, deposits/withdrawals, KYC, and general support.
• Assist in resolving issues collaboratively with Compliance, Risk, Payments, and Dealing teams.
• Manage and resolve client complaints at the first point of contact whenever possible.
• Ensure all communication meets internal quality standards and complies with regulatory guidelines.
• Follow established procedures and contribute feedback for service quality improvement.
• Use CRM and ticketing systems (e.g., Zendesk, UAA, Jira) to manage client interactions.
• Review client feedback to identify opportunities for better customer experience.
• Contribute to knowledge bases, FAQs, and process documentation.
• Work with Product, Operations, and Compliance teams to resolve client issues.
• Provide insights on recurring issues to support product and process improvements.

Requirements

• 1–2 years of experience in customer service within online trading, forex, or CFD environments.
• Understanding of financial platforms, trading concepts, and client‑support workflows.
• Knowledge of regulated environments and KYC/AML processes.
• Excellent communication and problem‑solving skills.
• High emotional intelligence, empathy, and a customer‑centric mindset.
• Strong multitasking skills and ability to work in a fast‑paced environment.
• Proficiency with CRM/ticketing tools (e.g., Zendesk, Jira).
• Curious, proactive, and committed to continuous improvement.
• Comfortable working with ambiguity and shifting priorities.
• Collaborative and supportive team player.