Customer Service Team Leader Forex
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Key skills for this role
About the Role
We are supporting a growing Forex proprietary trading firm in Dubai in the search for a Customer Service Team Leader to oversee and develop a high-performing support team.
Key Skills for This Role
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Overview
We are supporting a growing Forex proprietary trading firm in Dubai in the search for a
Customer Service Team Leader
to oversee and develop a high-performing support team.
This role is ideal for someone with strong leadership skills and a solid background in customer service within Forex, trading, or financial services environments.
Responsibilities
- Lead, manage, and motivate the customer service team to ensure high performance and service quality
- Monitor daily operations and ensure timely and effective resolution of client inquiries
- Handle escalations and provide solutions to complex customer issues
- Train, coach, and develop team members to improve performance and product knowledge
- Implement and improve customer service processes and workflows
- Monitor KPIs such as response times, resolution rates, and customer satisfaction
- Collaborate with internal teams (trading, compliance, tech) to resolve client issues efficiently
Requirements
- Previous experience in a
- Customer Service Team Leader or Senior Customer Support role
- Strong background in
- Forex, trading, or financial services
- Experience managing teams and handling escalations
- Excellent communication and problem-solving skills
- Ability to work in a fast-paced, performance-driven environment
- Comfortable working
- on-site in Dubai (Business Bay)
- A hands-on leader who can balance team management with operational involvement, ensuring a high-quality client experience while driving continuous improvement within the support function.
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