Customer Support Officer
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Key skills for this role
About the Role
MultiBank Group seeks a Customer Support Officer to serve as the primary point of contact for clients, handling enquiries via live chat, email, and phone. The role involves guiding clients through onboarding, KYC verification, and platform support for MetaTrader 4/5.
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
- 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 for process improvements
- Liaise with internal teams including Compliance, Payments, Dealing, IT, and Operations
Requirements
- Bachelor's degree in business, finance, economics, communications, or a related field
- Demonstrated experience in a customer service, client support, or contact centre role
- Fluency in either English or Arabic, with strong written and spoken communication
- 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
Role Overview
- We are seeking a Customer Support Officer to serve as the primary point of contact for MultiBank Group clients.
- The role combines front line service with operational support, guiding clients through account opening and verification.
- The position suits a service driven professional who communicates clearly and takes ownership of each enquiry.
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 that supports improvements.
- 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.
- Demonstrated experience in a customer service, client support, or contact centre role.
- Fluency in either English or Arabic, with strong written and spoken communication.
- 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.
Core Competencies
- Communication and interpersonal skills.
- Customer focused mindset.
- Problem solving.
- Attention to detail.
- Composure under pressure.
- Time management.
- Reliability and professionalism.
- Collaboration.
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