Client Support Officer - Night Shift

About Equiti Group

Equiti Group is a leading fintech company delivering multi-asset financial technology solutions, including liquidity services, proprietary tech centers, and online trading platforms. Operating with over 400 experts across nine languages, Equiti offers brokerage services to individual, professional, and institutional clients throughout Europe, the Middle East, and Africa. Their mission is to democratize financial opportunities by making digital trading accessible and educational globally.

Job Overview

Join Equiti's Retail Operations Client Support team as a Client Support Officer on the night shift based in Dubai. This role involves providing high-quality customer service, ensuring client satisfaction, and supporting various operational and partnership efforts within a fast-paced and innovative fintech environment.

Key Responsibilities

• Deliver professional, accurate, and customer-focused support aligned with internal standards and processes, prioritizing workload effectively to resolve client inquiries promptly.
• Maintain a positive and empathetic communication style through multiple channels, including email, telephone, and live chat.
• Collaborate across departments to ensure swift and precise responses to client questions and issues.
• Develop strong rapport with clients and team members to enhance the overall customer experience.
• Contribute to the creation, presentation, and application of policies ensuring outstanding trading experiences for clients.
• Manage documentation tasks such as uploading, downloading, and data entry for client information.
• Explain complex ideas clearly and simply to clients.
• Support partnership functions and assist the Payments team with financial transaction tasks.
• Facilitate smooth client onboarding by coordinating with internal teams.
• Provide insights and feedback to improve customer service procedures.
• Handle account maintenance requests for existing clients and guide clients on utilizing trading platforms and company portals.
• Work closely with operational teams to ensure timely handling of requests and assist with special projects as necessary.

Required Qualifications and Experience

• Bachelor's degree in Accounting, Finance, Economics, or a related business discipline.
• Experience in the finance or banking sector is advantageous.
• Prior customer support experience is essential.
• Strong interpersonal and customer service capabilities with proficiency in English and Arabic, both spoken and written.

Skills and Competencies

• Excellent analytical thinking and problem-solving abilities.
• Effective time management and meticulous attention to detail.
• Relationship-building skills and the ability to communicate complex issues clearly.
• Proficiency in Microsoft Office, especially Excel formulas, and general computer operations.
• Self-motivated and able to work independently with minimal oversight.
• Capability to multitask, prioritize, and meet deadlines in a dynamic environment.
• Adaptability to market changes and working effectively under pressure.
• Knowledge of FX and trading platforms such as MT4 and MT5.
• Willingness to work flexible night shifts.

Employee Benefits

• Attractive salary and performance-based bonuses.
• Health insurance coverage extending to employees' families.
• Flexible working arrangements.
• Employee well-being programs.
• Opportunities for career progression and personalized growth plans.
• Complimentary company lunches and regular social events.

Additional Information

Equiti fosters a collaborative and inclusive workplace that supports diversity and career development across its global offices. It is an equal opportunity employer and part of a group of seven regulated financial service entities operating in Africa, Europe, and the Middle East.