Client Services Representative

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), and Mauritius (FSC). We are in the final stages of application for our UAE license. 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 tools within a comprehensive user-centric FinTech ecosystem.

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

Role Summary:

As a Client Support Representative, you will be the first point of contact for prospective and existing clients. On a daily basis you will handle clients’ queries and proactively seek solutions to resolve their problems. This position is based in our Dubai office.

If you’re a strategic problem-solver with a passion for innovation, teamwork and a growth mindset, we invite you to join us in shaping the future of digital finance!

What Would Be Your Responsibilities:

• Deliver exceptional and personalized service to clients through multiple communication channels including live chat, telephone, email.
• Consistently take initiatives to resolve clients’ queries with full dedication and determination by identifying problems and solutions in a timely manner.
• Skillfully analyse and understand clients’ needs, identify business opportunities and ways to provide best experience.
• Collaborate proactively with various departments to ensure comprehensive resolution of client matters.
• Continuously expand knowledge of financial markets, CFD trading, and platform functionalities to provide expert guidance.
• Support content quality through proofreading and translation services as needed

What We Require From You:

• Strong eagerness to learn about financial markets including forex, indices, commodities, cryptocurrencies.
• Enthusiasm about customer service and problem-solving.
• Excellent verbal and written communication abilities.
• Demonstrated commitment to ethical conduct and professional integrity.
• Willingness to commit to long-term career growth and professional development.
• Collaborative team player with adaptable interpersonal approach.
• Strong analytical thinking and problem-solving abilities.
• Advanced competency in MS Office applications.
• Previous experience in Customer Service roles or Financial Institutions is preferred, but not mandatory
• Excellent verbal and written communication skills in English and Arabic. Any additional language will be considered an advantage.

Please note that the candidate will need to be able to pass the UAE SCA Professional Exams for Promotion Manager before being finalized for the role (for more details, see https://sais.cisi.org/cisiweb2/docs/default-source/cisi-website/qualifications/cisi-sca-quals-23.pdf). If they are unable to pass SCA’s accreditation, any offer will be withdrawn automatically, and Mitrade will not be required to make any restitution to the candidate.

You will also need to possess

• A university degree with a minimum of 3 years of experience in financial analysis, financial markets, investment, wealth management, or financial planning; or a diploma certificate or lower with at least 7 years of experience in the same areas.

Alternatively, at least 3 years of relevant experience in financial analysis or related fields along with any of the following certifications: • Accredited Financial Analyst (AFA)

• Certified Investment Professional (CIP)
• Certificate in Quantitative Finance (CQF)
• Chartered Financial Analyst (CFA)
• Certified International Investment Analyst (CIIA)
• Financial Risk Manager (FRM)
• ICA Specialist Certificate in Conduct Risk

Working Hours:

• Ability to rotate morning and afternoon shifts on a weekly basis.
• Flexibility to work weekends and Public holidays on a rotation basis.
• Standard shift schedules: 08:00-16:00 (morning) & 15:00 – 23:00 (afternoon).

Mitrade is at the cutting edge of FinTech with a team that excels in a fast-paced, collaborative environment. We seek analytical thinkers and executors with a data-driven approach, capable of managing complex multi-stakeholder projects and adapting to technological advancements.

What You Can Look Forward To:

• Competitive compensation package
• Career growth and personal development within a growing global organization
• A flat organizational structure that values collaboration and transparency