Customer Support Executive – Forex & Financial Markets

Location:

UAE (Dubai / Abu Dhabi)

Industry:

Forex, CFDs, Financial Services

Role Summary:

We are seeking an experienced Customer Support Executive with hands-on exposure to Forex / financial trading environments. The role involves supporting retail and professional clients across trading platforms, account operations, and payment-related queries while ensuring high service standards and regulatory compliance.

Candidates must have experience with trading platforms (MT5 & CQG) and FX CRM / back-office systems.

Key Responsibilities:

Client Support

• Handle client inquiries via phone, email, chat, and CRM ticketing systems
• Assist clients with account opening, verification, platform access, and login issues
• Provide first-level support on MT5 and CQG platforms (basic troubleshooting)

Trading & Platform Support

• Support clients with:
• MT5 / CQG platform navigation
• Trade execution queries (non-advisory)
• Contract specifications, symbols, and trading hours
• Escalate technical or trading issues to relevant internal teams

CRM & Back-Office Operations

• Work on FX CRM and back-office systems for:
• Account creation and maintenance
• KYC status updates
• Deposits, withdrawals, and internal transfers
• Maintain accurate client records and interaction logs

Compliance & Procedures

• Follow AML, KYC, and regulatory guidelines strictly
• Identify and report suspicious activity or client behavior
• Ensure all communication complies with company policies and regulator requirements

Client Experience

• Maintain high service quality and response time
• Educate clients on platform usage and company procedures (no trading advice)
• Support client retention through professional and timely service

Required Experience & Skills:

Mandatory

• 2–5 years experience in Forex / CFD / financial services customer support
• Hands-on experience with:
• MT5
• CQG
• FX CRM / back-office systems
• Strong understanding of trading accounts, margins, leverage, swaps, and order types

Technical Skills

• Familiarity with deposits/withdrawals workflows
• Basic understanding of trading symbols and market structure
• Experience working in regulated environments

Soft Skills

• Excellent communication skills (spoken & written English)
• Strong problem-solving ability
• Ability to work in shifts and under pressure
• Client-focused mindset

Preferred (Advantage)

• UAE or GCC market experience
• Multilingual (Arabic, Hindi, Russian, Mandarin, etc.)
• Experience with regulated brokers (SCA, FCA, CySEC, ASIC)
• Knowledge of futures markets (for CQG exposure)

Salary & Benefits:

• Salary: To be discussed during the interview

Job Type: Full-time

Pay: From AED3,000.00 per month