Customer Support Officer
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Key skills for this role
About the Role
MultiBank Group seeks a Customer Support Officer in Dubai to serve as the primary client contact, handling inquiries via live chat, email, and phone. The role involves guiding clients through onboarding, resolving account issues, and supporting trading platforms.
Key Skills for This Role
Responsibilities
- Act as the first point of contact for client enquiries received through live chat, email, telephone, and in platform support channels
- Guide new clients through the onboarding journey, including account registration, document submission, and KYC verification
- Assist clients with account related matters such as profile updates, password resets, deposits, withdrawals, and pending requests
- Provide clear, practical support on MetaTrader 4, MetaTrader 5, and MultiBank Plus platforms
- Address questions relating to Forex, CFD, commodity, index, equity, and digital asset products
- Investigate and resolve client issues at first contact wherever possible, and escalate to relevant departments as needed
- 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 to improve processes and client experience
- Liaise with internal teams including Compliance, Payments, Dealing, IT, and Operations to coordinate resolution of cross functional matters
Requirements
- Bachelor's degree in business, finance, economics, communications, or a related field; equivalent practical experience 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
Full Job Posting
Company Overview
- MultiBank Group is a global financial pioneer established in 2005 in California and now headquartered in Dubai, UAE.
- We specialize in delivering cutting edge trading technology, unparalleled liquidity, and exceptional customer service.
- Our extensive range of financial products includes Forex, Metals, Shares, Indices, Commodities, and Cryptocurrency CFDs.
Role Overview
- We are seeking a Customer Support Officer to serve as the primary point of contact for MultiBank Group clients, 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 trading platforms.
Responsibilities
- Act as the first point of contact for client enquiries received through live chat, email, telephone, and in platform support channels.
- Guide new clients through the onboarding journey, including account registration, document submission, and KYC verification.
- Assist clients with account related matters such as profile updates, password resets, deposits, withdrawals, and pending requests.
- Provide clear, practical support on MetaTrader 4, MetaTrader 5, and MultiBank Plus platforms.
- Address questions relating to Forex, CFD, commodity, index, equity, and digital asset products.
- Investigate and resolve client issues at first contact wherever possible, and escalate to relevant departments.
- 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 to improve processes and client experience.
- Liaise with internal teams including Compliance, Payments, Dealing, IT, and Operations.
Required Qualifications
- Bachelor's degree in business, finance, economics, communications, or a related field; equivalent practical experience 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.
Preferred Qualifications
- Working knowledge of MetaTrader 4 (MT4) and MetaTrader 5 (MT5), or comparable trading platforms.
- Familiarity with Forex and CFD products and how trading conditions are applied.
- Experience supporting KYC and client onboarding processes within a regulated firm.
- Exposure to deposits, withdrawals, and back office or payment operations.
- Fluency in additional languages is a strong advantage.
Core Competencies
- Communication and interpersonal skills: conveys information clearly and courteously.
- Customer focused mindset: places the client at the centre of every interaction.
- Problem solving: assesses issues methodically and identifies practical solutions.
- Attention to detail: handles accounts, documents, and records with precision.
- Composure under pressure: stays calm and effective when managing high volumes.
- Time management: balances multiple client enquiries at once without compromising quality.
- Reliability and professionalism: dependable, discreet, and consistent.
- Collaboration: works well across teams to resolve matters.
Why Join Us?
- Work with one of the world’s leading financial derivatives institutions.
- Competitive salary plus performance based incentives.
- Access to a dynamic, international, and fast growing environment.
- Strong opportunities for career progression within a global financial group.
- Be part of a business committed to innovation, excellence, and long term growth.
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