CS and Sales Support Agent

Company Overview:

Mitrade is an award-winning global Contract for Difference (CFD) and forex broker, regulated by authorities in Australia (ASIC), Cyprus (CySEC), the Cayman Islands (CIMA), Mauritius (FSC), South Africa (FSCA) and the United Arab Emirates (CMA). We were founded in Melbourne, Australia and have offices worldwide.

Leveraging our proprietary in-house state-of-the-art technology, Mitrade has developed a one-stop digital trading platform tailored for investors. We offer market data, news and analysis, as well as trading and risk management services within a comprehensive user-centric FinTech ecosystem.

Serving over seven million users worldwide, Mitrade offers unmatched accessibility across mobile (iOS and Android), desktop, and web platforms.

Role Summary:

Responding to clients’ inquiries via various means/channels in a timely manner, processing account applications in accordance with regulatory requirements. Ability to work a variety of shifts to provide a well-rounded service to global customers.

What are your key day-to-day responsibilities:

• Assist Clients with account opening, verification and funding processes.
• Provide high quality and best-in-class service to our clients across web chat, phone, email and social media channels (bulk of the interaction will be over web chat).
• Consistently take initiative to resolve customers’ queries with full dedication and determination by identifying problems and solutions in a timely manner.
• Skilfully probe for and understand customers’ needs, identify business opportunities and ways to improve customers’ experience; go above and beyond ‘customer service’.
• Proactively liaise with various departments to assist in resolving customers’ queries.
• Proactively learn about the financial markets, CFD industry and Mitrade’s platforms.
• Be a team player and collaborate with the CS Team to manage shifts, resources, volume and customer feedback.

Requirements

• Diploma or above, or equivalent work experience.
• Excellent verbal and written communication skills in English; Arabic language proficiency is preferred and considered an advantage.
• Proven experience within financial markets is mandatory.
• Experience within the trading, brokerage, CFD, forex, or fintech industry, as well as knowledge of client onboarding and KYC processes, is a strong advantage.
• Experience in handling outbound customer calls and follow-up activities through digital channels.
• Strong customer service skills and experience using customer support systems and CRM platforms.
• Strong problem-solving abilities, attention to detail, and the ability to resolve customer issues effectively and efficiently.
• High level of integrity, professionalism, and accountability.
• Positive, collaborative attitude with a willingness to learn and grow in a fast-paced environment.
• Social media customer service or community management experience is considered an advantage.
• Strong proficiency in Microsoft Office applications.
• Ability to work a 5-day work week, including shift schedules and public holidays as required.