Customer Service Representative - Russia

FXTM; Dubai; Hybrid; AED 80,000 - 100,000; Full time

Job summary

A financial services firm in Dubai seeks a Customer Service Representative to provide excellent client support. Candidates must have prior customer service experience and be fluent in Russian and English. Responsibilities include handling inquiries, training junior agents, and working on shift rotation. The role offers hybrid work, performance bonuses, and a comprehensive benefits package.

Benefits

Hybrid Working Policy

Discretionary performance-related bonus

Personalized Flex-Benefits

Medical insurance for employees

Comprehensive leave package of 40 days inclusive of Public Holidays

Qualifications

• Prior customer service experience is essential.
• Ability to work in a dynamic and high-pressure environment.
• Willingness to work on shift rotation.

Responsibilities

• Respond to customer inquiries promptly.
• Train and support junior agents.
• Propose improvements to customer service processes.

Skills

Strong communication skills

Problem-solving skills

Active listening skills

Fluency in Russian

Fluency in English

Education

University degree in a related field

Tools

Microsoft Office suite

Knowledge of Meta-Trader platforms

Job description

Overview

The Customer Service Representative is responsible for providing excellent client support by handling customer inquiries, resolving issues efficiently, and ensuring a high level of customer satisfaction. This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced environment.

Responsibilities

• 1. Customer Handling & Escalations
  • Respond promptly to customer inquiries via phone, email, and chat
  • Provide accurate information on products, services, and policies
  • Ensure effective and timely resolution of client issues
  • Escalate complex cases to senior agents or the Team Lead when necessary
• 2. Service Quality
  • Support new hire training and ongoing development for junior agents.
  • Conduct shadowing sessions, refresher training, and peer coaching to improve performance.
  • Provide feedback on agent performance, identifying knowledge gaps and opportunities for improvement.
• 3. Team Collaboration
  • Collaborate with colleagues to share knowledge and best practices
  • Contribute to a positive and supportive team environment
• 4. Continuous Improvement
  • Identify recurring customer issues and suggest improvements
  • Participate in training sessions to enhance knowledge and skills
  • Provide feedback on processes and tools to improve efficiency

Qualifications

• Prior customer service experience
• Strong communication, problem-solving, and active listening skills in Russian and English
• Computer literate with sound knowledge of Microsoft Office suite
• University degree in a related field will be considered an advantage
• Knowledge of Meta-Trader platforms will be considered an advantage
• Ability to work effectively in a dynamic and high-pressured environment
• Genuine interest in the financial markets
• Able to work on shift rotation (day, night, weekends)
• Fluency in Russian is a requirement for this role, as you will be working closely with Russian-speaking clients and stakeholders

Benefits & Perks

We believe in fairly compensating all our people by providing them with a world-class health insurance plan and a range of both core benefits and flex benefits for individual preferences. You will receive:

• Hybrid Working Policy
• Discretionary performance related bonus
• Personalized Flex-Benefits
• A focus on your wellbeing, including talks and access to self-development tools.
• Medical insurance for employees.
• Comprehensive leave package of 40 days inclusive of Public Holidays

What you will love about this role

“Freedom to succeed” is our core belief. It’s not just a promise we make to our clients and partners, but to our people too. We want our people to LEAP and so in this role you will…

• [Learn] (e.g., from each other / from new projects).
• [Exchange] (e.g., information and best practices in an open-minded environment).
• [Advance] (e.g., by developing skills and accepting greater responsibilities / your career progression and diversification).
• [Prosper] (e.g., by acquiring skills / by nurturing a team of x people).

Exinity is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.