Client Services Associate (Arabic)

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
As part of the Customer Service team, the Client Services Associate high-quality support to clients in a fast-paced online trading environment. The role focuses on delivering accurate, timely, and professional assistance across all communication channels while ensuring adherence to regulatory guidelines and maintaining exceptional customer satisfaction.

Responsibilities:

• Provide timely, accurate, and professional assistance to clients via live chat, phone, and email.
• Support CFD and financial trading clients across multiple regions and languages.
• Handle client queries related to trading platform functionality, deposits/withdrawals, KYC, and general support.
• Assist in resolving issues collaboratively with Compliance, Risk, Payments, and Dealing teams.
• Manage and resolve client complaints at the first point of contact whenever possible.
• Ensure all communication meets internal quality standards and complies with regulatory guidelines.
• Follow established procedures and contribute feedback for service quality improvement.
• Use CRM and ticketing systems (e.g., Zendesk, UAA, Jira) to manage client interactions.
• Review client feedback to identify opportunities for better customer experience.
• Contribute to knowledge bases, FAQs, and process documentation.
• Work with Product, Operations, and Compliance teams to resolve client issues.
• Provide insights on recurring issues to support product and process improvements.

Requirements:

• 1-2 years of experience in customer service within online trading, forex, or CFD environments.
• Understanding of financial platforms, trading concepts, and client-support workflows.
• Knowledge of regulated environments and KYC/AML processes.
• Excellent communication (both Arabic and English are mandatory) and problem-solving skills.
• High emotional intelligence, empathy, and a customer-centric mindset.
• Strong multitasking skills and ability to work in a fast-paced environment.
• Proficiency with CRM/ticketing tools (e.g., Zendesk, Jira).
• Curious, proactive, and committed to continuous improvement.
• Comfortable working with ambiguity and shifting priorities.
• Collaborative and supportive team player.