Customer Support Agent - Arabic, English

Description
We are looking for a skilled and proactive Customer Support Agent to join our support team. The ideal candidate will play a key role in assisting customers, handling inquiries, and ensuring a smooth customer experience. This is a great opportunity for an individual with a passion for customer service and a strong interest in the fintech industry.

Requirements

• Minimum 1 year of experience in customer support within a Forex brokerage.
• Proficient understanding of Forex markets and knowledge of Forex trading platforms.
• Experience with CRM systems, Confluence, Jira.
• Fluent in Arabic and English (both written and spoken).
• Readiness to work different shifts, including night shifts.

Responsibilities

• Manage customer inquiries and ensure accurate and timely responses across multiple channels, including Live Chat, WhatsApp, and email in both – Arabic and English languages.
• Communicate effectively to provide clear, professional, and solution-oriented support.
• Handle and resolve complex issues and complaints, ensuring a high level of customer satisfaction.
• Collaborate with internal teams to streamline support processes and enhance service quality.
• Work closely with the 2nd level support team to escalate and resolve more technical or complex issues efficiently.
• Maintain accurate and detailed records of customer interactions to ensure consistency and quality in support services.

Nice to have

• Previous Customer Support experience (Live chat and online support experience)
• Willingness to work rotating shifts
• Ability to handle 3–4 concurrent chats
• Strong teamwork and collaboration skills

Benefits

• Competitive and attractive compensation.
• Remote/hybrid work schedule.
• Proper rest time and sick leaves.
• Night shift allowance

Interview Stages

1. Interview with Recruiter (30 minutes)
2. Behavioral Interview with HR (60 minutes)