CS and Sales Support Agent
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Key skills for this role
About the Role
Mitrade seeks a CS and Sales Support Agent to assist clients with account opening, verification, and funding, and provide high-quality service via web chat, phone, email, and social media.
Key Skills for This Role
Responsibilities
- Assist clients with account opening, verification, and funding processes
- Provide high quality service to clients across web chat, phone, email, and social media channels
- Identify problems and solutions to resolve customer queries in a timely manner
- Understand customer needs and identify business opportunities to improve customer experience
- Liaise with various departments to assist in resolving customer queries
- Proactively learn about financial markets, CFD industry, and Mitrade's platforms
- Collaborate with the CS team to manage shifts, resources, volume, and customer feedback
Requirements
- Diploma or above, or equivalent work experience
- Excellent verbal and written communication skills in English
- Proven experience within financial markets
- Strong customer service skills and experience using customer support systems and CRM platforms
- Strong problem solving abilities and attention to detail
- Ability to work a 5 day work week, including shift schedules and public holidays
- Arabic language proficiency is preferred
- Experience in trading, brokerage, CFD, forex, or fintech industry is a strong advantage
- Experience in handling outbound customer calls and follow up activities through digital channels
- Social media customer service or community management experience is an advantage
Full Job Posting
Company Overview
- Mitrade is an award winning global CFD and forex broker regulated by multiple authorities.
- Founded in Melbourne, Australia, with offices worldwide.
- Serves over seven million users worldwide with a proprietary digital trading platform.
Role Summary
- Respond to client inquiries via various channels in a timely manner.
- Process account applications in accordance with regulatory requirements.
- Ability to work a variety of shifts to serve global customers.
Key Day to Day Responsibilities
- Assist clients with account opening, verification, and funding processes.
- Provide high quality service across web chat, phone, email, and social media.
- Resolve customer queries with dedication and determination.
- Understand customer needs and identify business opportunities.
- Liaise with various departments to resolve queries.
- Proactively learn about financial markets, CFD industry, and Mitrade's platforms.
- Collaborate with the CS team to manage shifts, resources, and customer feedback.
Requirements
- Diploma or above, or equivalent work experience.
- Excellent verbal and written communication skills in English; Arabic preferred.
- Proven experience within financial markets is mandatory.
- Experience in trading, brokerage, CFD, forex, or fintech industry is a strong advantage.
- Experience in handling outbound customer calls and follow up activities.
- Strong customer service skills and experience with CRM platforms.
- Strong problem solving abilities and attention to detail.
- High level of integrity, professionalism, and accountability.
- Positive, collaborative attitude.
- Social media customer service experience is an advantage.
- Strong proficiency in Microsoft Office applications.
- Ability to work a 5 day work week including shift schedules and public holidays.
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