Senior Customer Support Representative
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Key skills for this role
About the Role
Trade W is hiring a Senior Customer Support Representative (Conversion Agent) in Dubai. The role focuses on helping newly converted clients, resolving deposit issues, providing guidance, and improving retention.
Key Skills for This Role
Responsibilities
- Make outbound calls or send messages to clients to build relationships
- Handle customer demands and resolve user issues to enhance retention and satisfaction
- Identify and summarize potential issues from client feedback and pass to relevant departments
- Assist development engineers in resolving customer problems and provide technical support
- Handle occasional tasks assigned by supervisors
Requirements
- Candidates from India only
- Fluent in English and Hindi (spoken and written)
- Bachelor's degree or equivalent in Business, Communications, or related field
- At least 6 years of experience in sales, customer service, or retention focused role
- At least 2 years in a leadership role
- Familiarity with CRM systems and support tools
- Trading experience in stocks, CFD, and crypto is a plus
Full Job Posting
Company Description
- Trade W is a leading multi asset trading platform in the financial services industry, with over eight years of experience and a team of 200–500 professionals.
- The company serves more than 6 million active users worldwide, offering CFD trading across forex, cryptocurrency, stocks, indices, metals, and commodities.
Role Description
- We are looking for a Conversion Agent to join our Customer Support team with a core focus on helping newly converted clients.
- This role is critical in resolving deposit related issues, providing beginner guidance, addressing client concerns, and ensuring a smooth user experience that leads to better retention.
Key Responsibilities
- Make outbound calls or send messages to clients based on distribution and build up solid relationships.
- Proficiently grasp relevant job knowledge, promptly and accurately handle customer demands, and quickly and efficiently resolve user issues within specified time frames.
- Proactively identify, summarize, and verify potential issues through clients’ feedback, pass on problems to relevant departments, or propose effective suggestions.
- Assist development engineers in resolving customer problems and provide real time technical support for first line troubleshooting.
- Handle occasional tasks assigned by supervisors.
Requirements
- Candidates from India only, willing to work at the office located in Business Bay of Dubai.
- Required languages: English and Hindi (Both MUST BE fluent in spoken and written)
- Bachelor’s degree or equivalent experience in Business, Communications, or related field.
- At least 6 years of experience in sales, customer service, or a retention focused role. With at least 2 years in a leadership role.
- Strong communication and interpersonal skills.
- Familiarity with CRM systems and support tools.
- Self motivated with a strong desire to achieve targets.
- Ability to multitask, prioritize, and manage time effectively.
- Comfortable working in a fast paced, target driven environment.
- Proven data analysis and quality control skills.
- Trading experience in stocks, CFD and crypto will be a plus.
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