Customer Support Representative (Arabic language)

About the Position

An innovative, fast-growing, and progressive investment firm is seeking to recruit a highly experienced, responsible Customer Support Representative to join a team of professionals. This represents an excellent opportunity for an experienced Customer Support Representative to further develop their career with one of the fast-growing investment firms operating in Cyprus.

Location: Limassol, Cyprus

Relocation: Visa sponsorship for you and your family, help with accommodation, etc.

Responsibilities

• Act as a first point of contact for resolving customer queries/complaints.
• Responding to client account queries via Email, Telephone Calls, and Chat in a polite and professional manner.
• Answering queries from the Company’s client base and providing them with updates on promotions and in-house campaigns.
• Resolve product and service problems by clarifying the customer’s complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• Escalate customers’ problems to management as required and provide as much information as possible.
• Process and maintain client KYC documentation as part of account opening procedures.
• Perform some general Back Office and Clients Accounting Department duties during night/evening shifts & update Customer records.
• Ensure that all duties are done so in line with the necessary KYC, AML, and Due diligence controls.
• Provide feedback on the efficiency of the customer service process.
• Contributing to team effort by accomplishing related results as needed.
• Monitor priority levels associated with each case to manage and ensure all cases are handled within the applicable internal procedures and according to customer expectations.

Requirements

• Ability to work shifts, including night shifts.
• Able to speak English and Arabic to a professional level + written and reading to an expert level.
• Having another language is certainly an advantage.
• Ability to multitask and work under pressure.
• Previous experience in sales and/or customer support FX team.
• Strong communications/public relations skills and active listening.
• Excellent communication skills - written and verbal and problem-solving skills.
• Ability to work independently.
• Self-motivated and target-oriented individual.
• Team player.
• Financial market knowledge/trading experience - is an advantage.
• Experience using MT5 and MT4: platform setup, walk-throughs, etc.
• Excellent knowledge of MS Office.
• Computer literacy.
• Decisiveness and good judgement to prioritize, categorize, and address incidents, and change requests on a first-level support basis.

We Offer

• Relocation package: We cover expenses related to the relocation for you and your family and support you through the entire process.
• Cover expenses for accommodation: 1st month
• Market Competitive Salaries and Compensations: Attractive remuneration package, plus a 13th-month salary.
• International and caring culture: We are a group of people from different cultures and backgrounds.
• Work-Life Balance: The company prioritizes work-life balance, so we offer 10 days/year of work from home.
• Excellent Benefits: We provide our employees with 20 days of paid vacation (plus 1 extra day birthday leave) and holidays, sick leaves, and a medical insurance.
• Professional Development: We offer training and development opportunities for our employees.

About the Company

Join our innovative investment firm in Cyprus as a Customer Support Representative. Handle client queries, resolve issues, and contribute to a dynamic team.