Customer Support Representative - FX
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Key skills for this role
About the Role
OX Human Resources Consultancies seeks a Customer Support Representative for FX to handle client inquiries, transaction monitoring, and operational tasks in Dubai. The role requires resilience, composure under pressure, and experience in customer support, preferably in fintech or financial services.
Key Skills for This Role
Responsibilities
- Respond to customer inquiries via live chat and email in a timely and professional manner during assigned shifts
- Troubleshoot and resolve issues related to deposits, withdrawals, account, and trading
- Monitor real time system alerts and operational dashboards; escalate critical issues
- Process routine operational tasks such as KYC verification, transaction checks, and account updates
- Identify and flag unusual or suspicious activity following company protocols
- Maintain accurate records of customer interactions and follow up actions
- Collaborate with other on site support staff and relevant departments for seamless case resolution
- De escalate frustrated or difficult customers with patience, empathy, and a solution oriented mindset
Requirements
- Proven experience in customer support, operations, onboarding or a similar role (preferably in fintech, trading, or financial services)
- Excellent written and verbal English communication skills
- Committed to working on site during regular shift
- Strong problem solving skills and attention to detail
- Basic knowledge of cryptocurrency / forex / payment processes is a plus
Full Job Posting
Job Summary
- We are looking for a resilient and composed Customer Support professional to handle client inquiries, transaction monitoring, and operational tasks during regular business hours.
Key Responsibilities
- Respond to customer inquiries via live chat, email in a timely and professional manner during assigned shifts.
- Troubleshoot and resolve issues related to deposits, withdrawals, account, and trading.
- Monitor real time system alerts and operational dashboards; escalate critical issues to appropriate internal teams.
- Process routine operational tasks such as KYC verification, transaction checks, and account updates.
- Identify and flag unusual or suspicious activity following company protocols.
- Maintain accurate records of customer interactions, issues resolved, and follow up actions taken.
- Collaborate with other on site support staff and relevant departments to ensure seamless case resolution.
- De escalate frustrated or difficult customers with patience, empathy, and a solution oriented mindset.
Required Qualifications & Skills
- Proven experience in customer support, operations, onboarding or a similar role (preferably in fintech, trading, or financial services).
- Excellent written and verbal English communication skills.
- Committed to working on site during regular shift.
- Strong problem solving skills and attention to detail.
- Basic knowledge of cryptocurrency / forex / payment processes is a plus.
- Proficiency with support tools (e.g., Zendesk, or similar CRM).
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