Job Description

Key Responsibilities

1.

Client Support Management

Oversee the client support team (email, chat, phone).
2.

Technical Platform Support

Provide support for forex trading platforms like

MT4, MT5, cTrader

, etc. Troubleshoot platform issues (login failures, order execution problems, price discrepancies). Coordinate with IT/Tech teams for platform bugs or outages.
3.

Team Leadership and Training

Lead and mentor support agents. Train new support staff on products, platforms, and internal systems. Conduct regular performance reviews and support quality audits.
4.

Client Onboarding & Account Management

Ensure smooth onboarding of new clients (KYC/AML documentation, account setup). Oversee the account maintenance process. Monitor client satisfaction and build client loyalty.
5.

Compliance & Risk Awareness

Work closely with compliance teams to ensure client communication complies with

regulatory standards (e.g., CySEC, FCA, ASIC)

. Report suspicious activity or potential fraud. Stay updated on financial regulations affecting client service.
6.

Reporting & Analytics

Prepare regular reports on support metrics (response time, issue resolution rate, client satisfaction). Analyze client feedback and complaints to improve service quality. Recommend improvements based on data trends.
7.

Collaboration with Internal Teams

Coordinate with sales, marketing, finance, and compliance departments. Provide client feedback to product development or marketing teams. Ensure prompt resolution of client inquiries regarding trading platforms, accounts, deposits, withdrawals, etc. Handle and escalate complex client issues. Monitor support quality and implement service improvements.
Job Type: Full-time

Pay: AED5,000.00 - AED7,000.00 per month

Experience:

* FOREX: 3 years (Required)