Senior Customer Service & Support Specialist
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Key skills for this role
About the Role
We are seeking a Senior Customer Service & Support Specialist to join a growing CFD broker in Dubai. You will handle front-line client support, build customer service frameworks including SOPs and CRM infrastructure, and provide white-glove service to VIP clients.
Key Skills for This Role
Responsibilities
- Respond promptly to client inquiries, complaints, and issues via multi channel support (phone, email, Live Chat, WhatsApp, WeChat)
- Handle full account lifecycle support: account opening/KYC review, deposit/withdrawal inquiries, trading dispute resolution, and MT5 technical assistance
- Provide dedicated one on one white glove service to VIP/HNW clients
- Guide clients through MT5 platform operations (login, order placement, product queries, position management)
- Develop and continuously refine customer service SOPs, FAQ knowledge base, and service scripts
- Drive CRM system adoption and establish usage standards
- Track and report on CSAT and First Call Resolution metrics
- Identify dormant or at risk clients and collaborate on re engagement campaigns
- Compile and relay client experience feedback for product and operations improvements
Requirements
- Bachelor's degree or above in Finance, Business, Communications, or related field
- 3+ years of experience in financial services (CFD/FX/securities/digital assets) customer service or CRM roles
- Familiar with full broker client lifecycle: KYC/AML review, account management, deposit/withdrawal processing
- Basic MT4/MT5 platform knowledge
- Outstanding communication and emotional intelligence
- Fluent in English (written and spoken)
- Native or professional level Arabic
Full Job Posting
About ZUPERCT INTERNATIONAL LIMITED
- ZUPERCT INTERNATIONAL LIMITED (Registration No. 8441119 1), incorporated in 2026 in the Republic of Seychelles, is an emerging global CFD broker headquartered in Dubai, UAE.
- Founded by a team of seasoned finance professionals, ZUPERCT is committed to providing retail and institutional investors with efficient, transparent, and secure access to global financial markets.
Role Overview
- As a founding customer service team member, you will not only handle front line client support but play a key role in building the customer service framework — including SOPs, knowledge bases, and CRM infrastructure — that will scale with the business.
- You will deliver professional, rapid, and culturally attuned support to Middle Eastern HNWIs and retail traders.
Key Responsibilities
- Client Service Execution (50%): Respond promptly to client inquiries via multi channel support; handle full account lifecycle support; provide white glove service to VIP clients; guide clients through MT5 platform operations.
- Service Framework Building (30%): Develop and refine customer service SOPs, FAQ knowledge base, and service scripts; drive CRM system adoption; track CSAT and FCR metrics.
- Client Retention Support (20%): Identify dormant or at risk clients and collaborate on re engagement campaigns; compile client feedback for improvements.
Requirements
- Essential: Bachelor's degree in Finance, Business, Communications, or related field; 3+ years in financial services customer service or CRM; familiar with broker client lifecycle; basic MT4/MT5 knowledge; outstanding communication; fluent English.
- Preferred: Native or professional level Arabic; UAE or GCC financial services experience; fluent Mandarin Chinese; experience with KYC/account opening; CRM system proficiency.
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