About the Company
Kama Capital is a trading broker based in Dubai, committed to empowering traders and Introducing Brokers (IBs) globally. We offer a comprehensive suite of trading options in various markets, supported by cutting-edge technology and a focus on regulatory compliance. Our approach emphasizes innovation, transparency, and client trust, with a dedicated team providing personalized support and insights.
About the Role
The Senior Customer Support Representative is responsible for delivering high-quality client support while acting as the first escalation point for complex inquiries and trade investigations. The role ensures timely resolution of client issues, maintains operational discipline in client communications, and contributes to improving support workflows and service processes within the department.
Key Responsibilities
- Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
- Provide accurate information regarding the company's products, trading platforms, and services.
- Resolve customer issues and complaints efficiently while ensuring clear communication with clients
- Conduct Tier-1 trade investigations, reviewing trade details and platform information to assess client inquiries.
- Escalate complex issues to the appropriate teams such as Legal, Compliance, or Technical Support when required.
- Maintain accurate and detailed records of client interactions and investigations within the CRM or ticketing system.
- Follow up with clients to ensure their issues are fully resolved and communicated clearly.
- Identify recurring issues and suggest improvements to workflows, processes, or client communication based on client interactions.
- Assist in the development and improvement of support procedures and knowledge resources.
- Participate in team meetings and training sessions to enhance service quality and operational efficiency.
- Maintain a strong understanding of the company's products, services, and trading platforms.
Qualifications
- Bachelor's degree in business, Finance, or a related field
- Arabic Speaker is preferred
- Minimum 35 years of experience in customer support within financial services, FX, or CFD brokerage
- Working knowledge of trading platforms such as MT4/MT5 and general trading mechanics
Key Skills
- Strong client communication and problem-solving skills
- Ability to analyze trading inquiries and operational issues
- Strong attention to detail and documentation discipline
- Ability to work in a fast-paced trading environment
- Good understanding of financial markets and trading platforms
Perks
- Competitive salary
- Visa sponsorship provided including qualified dependents
- Medical insurance provided including qualified dependents
- Opportunity to work in a dynamic and fast-growing industry
