Customer Service Executive

Job Summary:

We are currently seeking a highly experienced and accomplished Customer Service Executive (Arabic Speaker). As a trusted and reputable financial services firm regulated by the relevant authority, ATFX MENA is committed to maintaining the highest standards of integrity, transparency, and client protection. Joining our esteemed team will provide you with an exciting platform to excel and contribute to our continued success.

Key Responsibilities:

• Answers incoming customer calls, questions, and general concerns.
• Receives and documents incoming requests from customers and ensures that issues are resolved both promptly and thoroughly.
• Provides customer support and technical issue resolution via E-Mail, phone, and another electronic medium.
• Maintains call activity reports and provides them to Management on a regular basis.
• Update customer information thoroughly and, fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions through contact tracking.
• Follows up on deposits and inter-account transfers.
• Develops and maintains a vast knowledge of the products and services being offered by our firm or other ATFX group
• Undertaking key functions on MT4 to meet the organization’s segregation of duties principles – e.g. filter & process client withdrawal requests.
• Identifying & proposing opportunities to extend the Client Service team’s focus to the retail business.
• Conducting screening of customers’ daily transactions and activities.
• Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the superiors

Qualifications:

• Ability to work in a fast-paced environment & work under pressure
• Ability to maintain sensitive and confidential information.
• High degree of confidence with a strong personality
• Strong team player working with a team of specialists
• Good communication and Inter-personal skills
• Customer-oriented and ability to build effective relations. Patient and kind while troubleshooting customer questions and concerns
• Able to quickly learn about ATFX products, services, and policies
• Fixability to work in shifts. It varies depending on business need
• Arabic and English speaker is required, other languages will be an advantage
• Familiarity with CRM systems and practices