mexdigital - Customer Support Officer
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Requirements
• Bachelor's degree in business, finance, economics, communications, or a related field; equivalent practical experience will be 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. • 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, which is a strong advantage given the Group's international client base. • Core Competencies • Communication and interpersonal skills: conveys information clearly and courteously, and builds rapport quickly with clients from diverse backgrounds. • Customer-focused mindset: places the client at the centre of every interaction and takes genuine ownership of their experience. • Problem-solving: assesses issues methodically, identifies practical solutions, and knows when to escalate. • Attention to detail: handles accounts, documents, and records with precision and care. • Composure under pressure: stays calm and effective when managing high volumes or sensitive situations. • Time management: balances multiple client enquiries at once without compromising quality. • Reliability and professionalism: dependable, discreet, and consistent in upholding the Group's standards. • Collaboration: works well across teams to resolve matters that span more than one department.
Responsibilities
• Act as the first point of contact for client enquiries received through live chat, email, telephone, and the in-platform support channels, responding within defined service-level targets. • Guide new clients through the onboarding journey, including account registration, document submission, and Know Your Customer (KYC) verification, in line with the Group's regulatory obligations. • Assist clients with account-related matters such as profile updates, password resets, deposits, withdrawals, and the status of pending requests. • Provide clear, practical support on the MetaTrader 4, MetaTrader 5, and MultiBank-Plus platforms, helping clients with login issues, platform navigation, order placement, and general functionality. • Address questions relating to Forex, CFD, commodity, index, equity, and digital-asset products, explaining trading conditions accurately and without offering investment advice. • Investigate and resolve client issues at first contact wherever possible, and escalate technical, payment, or compliance-related matters to the relevant department in a timely manner. • 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 to processes, the knowledge base, and the overall client experience. • Liaise with internal teams, including Compliance, Payments, Dealing, IT, and Operations, to coordinate the resolution of cross-functional matters. • Adhere at all times to internal procedures, data-protection requirements, and the regulatory standards applicable to the markets in which the Group operates.
Benefits
• 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. • Become part of our international community at MultiBank Group, dedicated to excellence, innovation, and shaping the future of finance.
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