Forex market products and trading platform technology (MT4/MT5).
Proven expertise with
CRM/Ticketing systems
and data analysis for reporting.
Exceptional leadership, communication, and conflict resolution skills.
Strong knowledge of relevant financial industry compliance rules.
Key Responsibilities :
Lead & Develop:
Directly manage, coach, and motivate the Client Support team to meet all performance KPIs (CSAT, response/resolution times).
Forex Expertise:
Oversee support across all channels (Chat, Email, Phone) related to trading platforms (
MT4/MT5
), deposits/withdrawals, and account queries.
Escalation Management:
Handle and resolve all complex client complaints and critical service escalations.
Compliance & Risk:
Ensure the team rigorously adheres to
AML/KYC
regulations and all internal operational procedures.
Process Improvement:
Analyze support metrics and client feedback to drive continuous operational efficiency and superior customer retention.
Job Type: Full-time
Pay: AED3,000.00 - AED5,000.00 per month
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