Customer Support Officer

Welcome to Multi Bank Group, a global financial pioneer established in 2005 in California and now proudly headquartered in Dubai, UAE. We specialize in delivering cutting‑edge trading technology, unparalleled liquidity, and exceptional customer service. Our extensive range of financial products includes Forex, Metals, Shares, Indices, Commodities, and Cryptocurrency CFDs.

Join our thriving community of over 2 million clients across 100 countries, contributing to a daily trading volume exceeding US $ 35 billion. As a heavily regulated institution with oversight from 18+ financial regulators across 5 continents, and recipient of over 80 financial awards, Multi Bank Group is devoted to innovation, excellence, and empowering our clients to achieve their financial goals.

We are seeking a Customer Support Officer to serve as the primary point of contact for Multi Bank Group clients, delivering prompt, accurate, and professional assistance across multiple channels. The role combines front‑line service with operational support, guiding clients through account opening and verification, resolving account‑related queries, and helping users navigate the Group's trading platforms with ease.

The Customer Support Officer ensures that every client interaction reflects the standards of a globally regulated institution. The position suits a service‑driven professional who communicates clearly, manages competing priorities calmly, and takes ownership of each enquiry through to resolution.

• Act as the first point of contact for client enquiries received through live chat, email, telephone, and the in‑platform support channels, responding within defined service‑level targets.
• Guide new clients through the onboarding journey, including account registration, document submission, and Know Your Customer (KYC) verification, in line with the Group's regulatory obligations.
• Assist clients with account‑related matters such as profile updates, password resets, deposits, withdrawals, and the status of pending requests.
• Provide clear, practical support on the Meta Trader 4, Meta Trader 5, and Multi Bank‑Plus platforms, helping clients with login issues, platform navigation, order placement, and general functionality.
• Address questions relating to Forex, CFD, commodity, index, equity, and digital‑asset products, explaining trading conditions accurately and without offering investment advice.
• Investigate and resolve client issues at first contact wherever possible, and escalade technical, payment, or compliance‑related matters to the relevant department in a timely manner.
• Maintain complete and accurate records of all client interactions, cases, and follow‑ups within the CRM and ticketing systems.
• Monitor open cases and proactively follow up to ensure issues are brought to a satisfactory close.
• Identify recurring client concerns and contribute feedback that supports improvements to processes, the knowledge base, and the overall client experience.
• Liaise with internal teams, including Compliance, Payments, Dealing, IT, and Operations, to coordinate the resolution of cross‑functional matters.
• Adhere at all times to internal procedures, data‑protection requirements, and the regulatory standards applicable to the markets in which the Group operates.

• Bachelor's degree in business, finance, economics, communications, or a related field; equivalent practical experience will be considered.
• Demonstrated experience in a customer service, client support, or contact‑centre role, ideally within a fast‑paced or service‑led environment.
• Fluency in either English or Arabic, with strong written and spoken communication in the working language.
• Confident user of computer systems, including CRM tools, ticketing platforms, and standard office applications.
• Strong attention to detail and accuracy when handling client information and account records.

• Working knowledge of Meta Trader 4 (MT4) and Meta Trader 5 (MT5), or comparable trading platforms.
• Familiarity with Forex and CFD products and how trading conditions are applied.
• Experience supporting KYC and client onboarding processes…