Client Support Officer

Equiti is a pioneering fintech firm and world-class provider of multi-asset fintech products - from liquidity solutions to in-house tech hubs to online trading platforms. With over 400 global specialists in 9 languages, Equiti provides clients with access to individual, professional, and institutional brokerage services in Europe, the Middle East, and Africa.

At Equiti, we believe that financial opportunities can unlock potential for everyone, everywhere. We’re on a mission to deliver accessible online trading products around the world through education and accessibility.

Think finance is stuffy? Think again.

We see Equiti as a new breed of broker, and we are on the lookout for talented individuals who can perform and excel in a dynamic and innovative working environment. Our Retail Operations Client Support department would like to welcome a detail-oriented.

Client Support Officer in our office in Dubai

The Client Support Officer is responsible for developing broad skills to support personal growth and organizational success and constantly working to deliver a great experience for our internal teams and clients. You must be flexible and excited about working in a fast paced, high performance company.

Responsibilities

· Maintain a positive, empathetic, and professional attitude toward customers at all times via email, phone and live chat and social media.

· Work closely with the Sales department to ensure timely and accurate requests are dealt with.  

· Respond promptly to customer enquiries and sending daily notifications or confirmation emails to customers.  

· Assist in preparation of Sales materials, Products, Product sheets, Presentations and customer proposals.

· Manage and maintain the CRM system ensuring accurate and updated information.

· Generate and distribute Sales Reports, Analytics and other relevant datas to support decision making.

· Generate and distribute end of day trade reporting.

· Respond promptly to Sales inquiries, customer queries providing necessary information or redirecting it appropriately to the right channel.

· Proactively engage with Equiti Gold App users to understand their needs and preferences.

· Guide customers to effectively use Equiti Gold App to increase their participation.

· Manage and Monitoring the Equiti Gold mailbox.

· Attend industry events and conferences to network and reach out to potential customers.

· Provide classroom training and webinars.

· Reach out to customers through technology, communicating to them about the company’s services, and finding out about new services they want the company to offer 

· Assist in developing, presenting, and implementing policies and procedures to make sure customers have a satisfactory experience.  

· Assist Client Support Officers and seniors with daily tasks.  

· Train new and existing staff with the company systems and customer service techniques and skills.  

· Completing other tasks as assigned by department manager.  

· Document filing (including downloading, uploading customer information and documents, or data entering).  

· Suggest possible solutions whenever there is a malfunction in a product/service.

· Provide assistance with financial transactions together with our Backoffice team.   

· Liaise with internal departments to ensure smooth onboarding experience.  

· Providing feedback on the efficiency of the customer service process. 

· Resolve complaints through phone, email, or social media 

· Assist with projects as assigned.   

· Handle existing clients account maintenance requests.  

· Guiding clients how to use the trading platforms and company portals.

· Bachelor’s Degree in Accounting, Economics, or Business-related.  

· Experience in Customer Service industries is an advantage.  

· Professional Experience in working as an officer in customer support. 

· Excellent Interpersonal and customer service skills in English and Arabic.

Skills & Competencies

· Strong analytical and problem-solving skills.   · Good time management and attention to details. Being flexible and adaptable is very important.    · Aptitude for building relationships and ability to communicate on complex issues.  

· Fluent in spoken and written Arabic and English.   · Excellent knowledge of Microsoft Office, computer operation and experienced with Excel formulas is an advantage.    · Self-starter and able to work with minimal supervision.   · Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.   · Has capacity to adapt to the changing market environment and work well under pressure.   · FX and MT4 knowledge are a plus.   · Ability to work flexible hours and night shifts.

Experience Requirements

· Bachelor’s Degree in Accounting, Finance, Economics, or Business-related.  

· Experience in Finance / Banking / Customer Service industries is an advantage.  

· Professional Experience in working as an officer in customer support. 

· Excellent Interpersonal and customer service skills in English and Arabic.

Perks

Each of our offices has its special perks; be it ‘no ties’, free lunches, charity events, or a hybrid work policy – but whenever you walk into an Equiti office, you’re sure to see a friendly face. We encourage international collaborations and always keep our eyes open to how we can do more.

The benefits you can expect at your Equiti workplace include:

· Competitive salary package

· Performance-based bonus

· Medical insurance coverage for employees and family members

· Smart working options

· Employee wellness initiatives

· Personalized career development

· Company lunch in the office

· Regular company events

With energy, drive, and imagination, there’s no limit to where your career can go at Equiti. With a diverse workforce and geographical spread of offices, we strongly support career development initiatives as well as provide a range of opportunities for professional and life experiences.

Equiti is an equal opportunity employer.

“Equiti” refers to a group of companies consisting of seven regulated financial services companies licensed to operate in the respective jurisdictions of their incorporation, in addition to our tech and marketing hubs. Equiti has presence in Africa, Europe, and the Middle East.