Call Center / Customer Service Officer

Call Center / Customer Service Officer

Reports To: Customer Service Manager

Location: Saida, Lebanon (On-site)

Job Type: Full-time

The customer service officer will act as a first point of contact for clients, ensuring world-class support across communication channels. Ideal candidates must be fluent in customer-centric engagement in fast-paced, tech-forward financial environments.

Key Responsibilities:

• Client Communication: Respond to inbound/outbound calls, emails, live chats, and social media inquiries in a timely and professional manner.
• Issue Resolution: Resolve customer queries related to accounts, transactions, withdrawals, deposits, verification, and platform technicalities (trading platforms, wallets, blockchain transactions, etc.).
• Product Knowledge: Provide accurate and up-to-date information on services such as forex trading, crypto wallets, smart contracts, and PSP functionalities.
• KYC & Compliance Support: Guide clients through KYC/AML documentation procedures and ensure understanding of regulatory requirements.
• Technical Assistance: Support users in navigating trading platforms (MT4, MT5, proprietary systems), blockchain wallets, and fintech dashboards.
• Cross-functional Liaison: Escalate unresolved issues to compliance, technical, or trading departments, ensuring follow-through.
• CRM & Reporting: Log all client interactions into CRM systems (Hubspot, Salesforce, or internal tools), ensuring proper documentation and analytics.
• Client Retention: Build positive relationships that encourage client loyalty and upsell relevant products/services when appropriate.
• Multilingual Support: Handle requests in English, Arabic, French, or other languages depending on clientele.

Required Qualifications & Experience:

• Bachelor’s Degree in Business, Finance, IT, Communications, or related field.
• Minimum 2 years of experience in customer service in the forex, fintech, blockchain, PSP, or crypto industry.
• Experience with trading platforms (e.g., MT4, MT5), PSPs, or blockchain interfaces (wallets, DeFi platforms).
• Proven ability to explain technical products to non-technical users.
• Previous experience with blockchain wallets, DeFi protocols, or crypto exchanges.
• Knowledge of derivatives, leverage trading, and margin accounts.
• Certifications in AML/KYC, blockchain technology, or customer service excellence is a plus.
• Familiarity with global KYC, AML, and data protection regulations.
• Proficient in CRM tools, ticketing systems, and MS Office Suite.
• Fluency in English is a must; Arabic and French are strong assets.
• Prior work in a 24/7 or global customer service setting

Core Competencies:

Technical & Industry Knowledge

• Understanding of blockchain networks, crypto tokens, exchanges.
• Working knowledge of forex platforms and trade execution.
• Insight into PSPs, transaction flows, and digital wallet operations.

Communication

• Clear, professional written and verbal communication.
• Ability to explain complex financial or technical concepts simply.

Customer-Centricity

• Strong empathy and problem-solving focus.
• Ability to remain calm and professional under pressure.

Analytical Thinking

• Quick assessment of client issues to deliver first-contact resolution.
• Capable of interpreting transaction or technical logs to assist clients.

Adaptability

• Able to navigate a rapidly changing financial and technological landscape.
• Willingness to learn new systems and products quickly.

Compliance Awareness

• Understands importance of regulatory protocols in fintech and crypto.
• Able to communicate compliance-related requirements to clients clearly.