Customer Service Agent

Welcome to MultiBank Group; a global financial pioneer established in 2005 in California and now proudly headquartered in Dubai, UAE. We excel in providing cutting-edge trading technology, unparalleled liquidity, and exceptional customer service, offering an extensive range of financial products such as Forex, Metals, Shares, Indices, Commodities, and Cryptocurrency CFDs.

Join our thriving community of over 1 million clients across 90 countries, contributing to a daily trading volume exceeding US$ 18.1 billion. As a heavily regulated (16+ financial regulators across 5 continents), award-winning, and reliable financial institution, MultiBank Group is devoted to innovation, excellence, and empowering our clients to achieve their financial goals. Seize the opportunity to work with a rapidly growing, world-class team spanning more than 20 countries, driven by innovation, collaboration, and customer focus.

Job Overview

We are looking for a motivated and detail-oriented Customer Service Agent to join our dynamic team at a leading CFD Forex Broker in Dubai. In this role, you will be responsible for delivering exceptional customer support to our global client base, assisting with trading inquiries, troubleshooting platform issues, and ensuring high levels of client satisfaction. If you have a passion for financial markets and customer service, we encourage you to apply!

Key Responsibilities

1. Provide exemplary customer support to clients via multiple channels, including email, chat, and phone, in Arabic and English. Other languages will be an advantage.
2. Assist clients with account setup, verification, and funding processes.
3. Handle and resolve client inquiries, requests, and issues promptly and professionally, maintaining a high level of customer satisfaction.
4. Address customer concerns related to trading platforms, such as MetaTrader 4 and MetaTrader 5.
5. Troubleshoot technical issues related to trading accounts and platform functionalities.
6. Guide clients on using trading platforms and available resources for self-help.
7. Contribute to the development and enhancement of customer support processes and procedures to improve efficiency and effectiveness.
8. Collaborate with internal departments to resolve complex client issues.
9. Stay updated on industry trends, regulatory changes, and the evolving forex landscape.
10. Adapt to flexible working hours to accommodate global market hours and client needs.

Qualifications & Skills

1. Languages: Fluent proficiency in Arabic or English (written and spoken) is required. Additional languages are a plus.
2. Education: Bachelor's degree in Finance, Business, or a related field (Fresh Graduates Welcome).
3. Proven experience in customer service or a related field; previous experience in a Forex or CFD brokerage is a plus but not required.
4. Strong knowledge and understanding of forex trading, financial markets, industry policies, and regulations.
5. Familiarity with trading platforms (MT4/MT5) and financial markets is highly desirable.
6. Strong organizational skills, attention to detail, and the ability to multitask in a fast-paced environment.
7. Excellent communication skills with the ability to clearly and concisely explain complex concepts to clients.
8. Demonstrated ability to work collaboratively with cross-functional teams to resolve client issues effectively.
9. Proven ability to empathize with clients and provide tailored solutions.
10. Strong commitment to compliance, confidentiality, and ethical conduct.
11. Positive attitude, resilience, and a proactive problem-solving mindset.
12. Flexibility in working hours to accommodate international market times.

What We Offer

1. Competitive compensation package with performance-based incentives.
2. Opportunity to work in a dynamic and industry leading forex company.
3. Continuous training and development in the financial markets.
4. Exposure to a diverse and international client base.
5. Collaborative and inclusive work environment.
6. Opportunities for professional growth and development.
7. Health insurance, annual leave, and other employee benefits.