Client Support Officer

About Equiti Group

Equiti Group is a leading fintech company delivering multi-asset financial technology products including liquidity solutions, proprietary technology hubs, and online trading platforms. With a team of over 400 specialists fluent in nine languages, the company serves retail, professional, and institutional clients across Europe, the Middle East, and Africa. Equiti is committed to expanding financial inclusion globally through education and accessible trading services.

Role Overview

We are seeking a dedicated Client Support Officer based in Sharjah, UAE, to join our Retail Operations Client Support team. The role demands versatility, a high-performance mindset, and a commitment to providing an exceptional experience for both internal teams and clients within a fast-paced, evolving environment.

Key Responsibilities

• Uphold a consistently positive, empathetic, and professional demeanor when interacting with customers via email, phone, live chat, and social media.
• Collaborate with the Sales team to handle requests efficiently and accurately within established timelines.
• Respond promptly to customer inquiries and issue daily notifications or confirmation emails.
• Engage with customers to communicate company services and explore potential demand for new offerings.
• Contribute to the development, presentation, and implementation of service policies and procedures to enhance customer satisfaction.
• Support fellow Client Support Officers and supervisors with daily operational tasks.
• Conduct training sessions for new and current staff on company systems and customer service approaches.
• Complete additional duties as assigned by the department manager.
• Manage accurate document filing, including downloading, uploading, and data entry of customer information and documentation.
• Identify and propose solutions to any service or product malfunctions.
• Assist with financial transaction processing alongside the Backoffice team.
• Coordinate with internal departments to ensure smooth client onboarding experiences.
• Provide constructive feedback on customer service process effectiveness.
• Handle customer complaints received via phone, email, or social media promptly and professionally.
• Participate in special projects as assigned.
• Manage requests related to existing client account maintenance.
• Guide clients in using trading platforms and company portals effectively.

Skills and Competencies

• Strong analytical abilities with a problem-solving mindset.
• Excellent time management and attention to detail; flexibility and adaptability are essential.
• Capacity for building relationships and communicating about complex subjects clearly.
• Fluency in both spoken and written Arabic and English languages.
• Proficient with Microsoft Office suite and computer operations; Excel formula knowledge is advantageous.
• Self-motivated, capable of working independently with minimal supervision.
• Ability to multitask, prioritize responsibilities, and meet deadlines in a dynamic business setting.
• Adaptable to changing markets and able to maintain performance under pressure.
• Knowledge of Forex (FX) and MetaTrader 4 (MT4) platforms is a beneficial asset.
• Willingness to work flexible hours including night shifts.

Experience and Education

• Bachelor's degree in Accounting, Finance, Economics, or related business fields.
• Prior experience in finance, banking, or customer service sectors is advantageous.
• Previous role experience as a customer support officer or similar is required.

Employee Benefits

• Competitive salary package along with performance-related bonuses.
• Medical insurance covering employees and their families.
• Flexible working arrangements supporting smart working policies.
• Employee wellness programs.
• Opportunities for tailored career growth.
• Company-provided lunches in the office.
• Frequent company events fostering community and collaboration.

Additional Information

Equiti nurtures a welcoming and diverse workplace culture with a global presence spanning Africa, Europe, and the Middle East. The group consists of seven regulated finance companies plus technology and marketing hubs. We promote equal opportunity employment and encourage applicants of all backgrounds to join us on our growth journey.