Customer Support Officer

FxPro Financial Services Ltd; Dubai; On-site; AED 60,000 - 90,000; Full time

Benefits offered by this job

Visa and medical insurance

Excellent working environment

Global brand presence

Career growth and professional develop

Job summary

FxPro Financial Services Ltd is seeking a Customer Support Officer in our Dubai office. You will assist clients across calls, emails, and chat, providing accurate responses and troubleshooting product issues.

Responsibilities include handling inquiries, educating on features, collaborating with Client Accounting, Technical Support, and Back Office, and escalating complex matters according to procedures. On-site role with opportunities for growth.

Qualifications

• University degree or relevant working experience.
• At least 1 year of experience in a similar role.
• Excellent command of the English language (verbal and written).
• Knowledge of trading platforms (MT4, MT5, or cTrader) is advantageous.

Responsibilities

• Respond to customer inquiries via calls, emails, and chat in a timely, professional manner.
• Troubleshoot and resolve issues or escalate to the appropriate team.
• Provide product information, guidance, and troubleshooting steps to customers.
• Collaborate with cross-functional teams (Client Accounting, Technical Support, Back Office).
• Escalate complex issues following established procedures.
• Suggest improvements to support processes and documentation.
• Follow onboarding (KYC) procedures and assist with deposits.

Skills

Customer support

English proficiency

Platform knowledge

Problem solving

Education

University degree or relevant experience

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. At FxPro, 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 escalated 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 escalated 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.
• Excellent computer skills.
• 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.
  

Benefits

• Competitive salary.
  
• Visa and medical insurance.
• Excellent working environment.
• Opportunity to work with a truly global brand.
• Career growth and professional development.