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Capital.Com

Posted 5 months ago

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Client Services Associate (Arabic)

DubaiOn-siteFull-time

AI Summary

Client Services Associate supports Arabic- and English-speaking clients in a fast-paced online trading environment, handling inquiries across chat, phone, and email and coordinating with Compliance, Risk, Payments, and Dealing teams.

About this role

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.

    • Skills

    CFD TradingCRMEmail SupportForex TradingJiraKnowledge BaseKYC/AML (understanding)Live ChatMultilingual CommunicationPhone SupportPlatform FunctionalityProcess DocumentationRegulatory ComplianceTicketing SystemsTroubleshootingZendesk

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