Client Support Officer - night shift

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- Night shift in our office in Dubai

The Client Support Officer is responsible for driving superior customer support.

Responsibilities

• Provide a professional, efficient, accurate and customer orientated service in line with agreed standards and processes. Prioritising workload as required and ensuring all client queries are dealt with appropriately to guarantee client satisfaction.
• Maintain a positive, empathetic and professional attitude toward customers at all times via all communication channels such as email, phone and live chat.
• Work closely with all departments to ensure client enquiries are responded to accurately and promptly.
• Build a strong relationship with clients and team members in order to improve the entire client experience.
• Assist in developing, presenting, and implementing policies and procedures to make sure customers have an excellent trading experience.
• Document filing (including downloading, uploading customer information and documents, or data entering).
• Communicate complex concepts in clear, simple, and understandable terms.
• Assist with Partnership tasks.
• Provide assistance with financial transactions together with our Payments team.
• Liaise with internal departments to ensure smooth onboarding experience.
• Provide feedback on the efficiency of the customer service process.
• Handle existing clients account maintenance requests.
• Guiding clients how to use the trading platforms and company portals.
• Work closely with all the Operational Teams to ensure timely and accurate requests are dealt with and assist with ad hoc projects as assigned.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Good time management and attention to details.
• Aptitude for building relationships and ability to communicate on complex issues.
• Professional speaking and writing in English and Arabic.
• Good knowledge of Microsoft Office, computer operation and experienced with Excel formulas
• 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 works well under pressure.
• Knowledge of FX and MT4 / MT5 platforms.
• Ability to work flexible hours and night shifts.

Experience Requirements

• Bachelor’s Degree in Accounting, Finance, Economics, or Business-related.
• Experience in Finance / Banking industries is an advantage.
• Experience working in Customer Support is required.
• 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.