Client Experience Officer - Arabic Speaker

The Pepperstone story started in 2010. We know what it's like to trade the world's markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we're digital, nimble, connected, and united in our vision to create a better way to trade.

We thrive on progress - for our clients and for ourselves. Our organisational culture is ever-evolving, vibrant, diverse, global, and results-focused. You'll find our 700+ team currently across 12 locations and 9 time zones.

The Role

As a vital member of our team, the Client Experience Officer delivers outstanding experiences for our clients with both pre- and post-sales support through various channels, including live chat, email, social media, and phone. Reporting directly to the Team Leader of Client Services, you'll collaborate closely with fellow team members to ensure our clients' needs are met. In this role, you will actively monitor trading conditions, tackle client issues, and compile insightful reports on client feedback and inquiries. Your commitment to excellence in customer service will go hand in hand with upholding the highest compliance and regulatory standards established by our company.

Your key responsibilities will include:

• Provide exceptional day-to-day customer support through live chat, email, and phone, ensuring all client interactions align with quality standards and KPIs
• Monitor and manage the main client services inbox and other communication channels, ensuring timely and accurate responses to client inquiries
• Document and categorize client issues and requests to generate actionable insights for management to improve services and processes
• Maintain and regularly update the Website Support Page and Knowledge Base to ensure accurate and up-to-date client information
• Continuously improve client communication methods and channels to enhance the overall client experience
• Improving the Conversion and Retention ratios for clients who contact the Client Services team
• Assisting clients with their account verification whenever required

About you

• Demonstrated experience working in a similar role
• Strong customer focus, the ability to relate to and understand our clients and a passion for providing excellent customer service
• Proven ability to effectively communicate both written and verbal
• Attention to detail with the ability to maintain quality even in busy times
• Strong relationship building skills, both internally and externally
• Ability to use good judgment, act and make decisions with integrity
• Desire and passion for continuous learning, improvement, and innovation
• Ability to effectively collaborate and work as part of a team
• Ability to work in a fast-paced and ever-evolving environment where priorities can change quickly
• Weekly/Monthly shift rotation may be applied according to department needs
• Proficiency in working with technology, including Microsoft applications, Google drive, Gmail, Slack, MT4, MT5
• Fluency in English and Arabic is a must
• Ability to live the Pepperstone values
• Committed to ongoing learning and development

Why you will enjoy working with us:

• Competitive salary structure including company bonus scheme 

• Annual remuneration review  

• Employee referral bonuses for referring top talent to the company 

• Genuinely collaborative and friendly culture 

• Flexible and hybrid working 

• Remote working option - work from anywhere for up to 4 weeks per year 

• Ongoing personal development & learning opportunities 

• 3 paid volunteering days per year & Workplace Giving Program 

• Enhanced Sick leave policy 

• 20 days of paid vacation within the first year of employment, increasing to 25 days after one year 

• Employee monthly & quarterly recognition programs for outstanding performance and achievements 

• Regular events and celebrations 

• Comprehensive medical insurance & opportunity to join the Dental scheme