We are seeking a Customer Support Officer to serve as the primary point of contact , delivering prompt, accurate, and professional assistance across multiple channels. The role combines front-line service with operational support, guiding clients through account opening and verification, resolving account-related queries, and helping users navigate the trading platforms with ease.

The Customer Support Officer ensures that every client interaction reflects the standards of a globally regulated institution. The position suits a service-driven professional who communicates clearly, manages competing priorities calmly, and takes ownership of each enquiry through to resolution.

Responsibilities

• Act as the first point of contact for client enquiries received through live chat, email, telephone, and the in-platform support channels, responding within defined service-level targets.
• Guide new clients through the onboarding journey, including account registration, document submission, and Know Your Customer (KYC) verification, in line with the Group’s regulatory obligations.
• Assist clients with account-related matters such as profile updates, password resets, deposits, withdrawals, and the status of pending requests.
• Provide clear, practical support on the MetaTrader 4, MetaTrader 5, and MultiBank-Plus platforms, helping clients with login issues, platform navigation, order placement, and general functionality.
• Address questions relating to Forex, CFD, commodity, index, equity, and digital-asset products, explaining trading conditions accurately and without offering investment advice.
• Investigate and resolve client issues at first contact wherever possible, and escalate technical, payment, or compliance-related matters to the relevant department in a timely manner.
• Maintain complete and accurate records of all client interactions, cases, and follow-ups within the CRM and ticketing systems.
• Monitor open cases and proactively follow up to ensure issues are brought to a satisfactory close.
• Identify recurring client concerns and contribute feedback that supports improvements to processes, the knowledge base, and the overall client experience.
• Liaise with internal teams, including Compliance, Payments, Dealing, IT, and Operations, to coordinate the resolution of cross-functional matters.
• Adhere at all times to internal procedures, data-protection requirements, and the regulatory standards applicable to the markets in which the Group operates.

Required Qualifications

• Bachelor’s degree in business, finance, economics, communications, or a related field; equivalent practical experience will be considered.
• Demonstrated experience in a customer service, client support, or contact-centre role, ideally within a fast-paced or service-led environment.
• Fluency in either English or Arabic, with strong written and spoken communication in the working language.
• Confident user of computer systems, including CRM tools, ticketing platforms, and standard office applications.
• Strong attention to detail and accuracy when handling client information and account records.

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