Overview
Senior Customer Service & Support Specialist Jobs in Dubai, Dubai, United Arab Emirates at ZUPERCT INTERNATIONAL LIMITED
Title: Senior Customer Service & Support Specialist
Company: ZUPERCT INTERNATIONAL LIMITED
Location: Dubai, Dubai, United Arab Emirates
About ZUPERCT INTERNATIONAL LIMITED
ZUPERCT INTERNATIONAL LIMITED (Registration No. 8441119-1), incorporated in 2026 in the Republic of Seychelles, is an emerging global CFD (Contract for Difference) broker headquartered in Dubai, UAE. Founded by a team of seasoned finance professionals, ZUPERCT is committed to providing retail and institutional investors with efficient, transparent, and secure access to global financial markets.
Role Overview
As a founding customer service team member, you will not only handle front-line client support but play a key role in building the customer service framework — including SOPs, knowledge bases, and CRM infrastructure — that will scale with the business. You will deliver professional, rapid, and culturally-attuned support to Middle Eastern HNWIs and retail traders. This is a rare opportunity to define the client experience standards for a fast-growing fintech from day one.
Key Responsibilities
Client Service Execution (50%)
- Respond promptly to client inquiries, complaints, and issues via multi-channel support (phone, email, Live Chat, WhatsApp, WeChat)
- Handle full account lifecycle support: account opening/KYC review, deposit/withdrawal inquiries, trading dispute resolution, and MT5 technical assistance
- Provide dedicated one-on-one white-glove service to VIP/HNW clients, building long-term relationships and trust
- Guide clients through MT5 platform operations (login, order placement, product queries, position management)
Service Framework Building (30%)
- Develop and continuously refine customer service SOPs, FAQ knowledge base, and service scripts
- Drive CRM system adoption and establish usage standards (Salesforce, HubSpot, or bespoke broker CRM platforms)
- Track and report on CSAT (Customer Satisfaction) and First Call Resolution (FCR) metrics; surface client feedback trends to management for strategic decision-making.
Client Retention Support (20%)
- Identify dormant or at-risk clients and collaborate with marketing and operations teams on re-engagement campaigns
- Compile and relay client experience feedback as actionable input for product and operations improvements.
Requirements
Essential
- Bachelor's degree or above in Finance, Business, Communications, or a related field
- 3+ years of experience in financial services (CFD/FX/securities/digital assets) customer service or CRM roles
- Familiar with the full broker client lifecycle: KYC/AML review, account management, deposit/withdrawal processing
- Basic MT4/MT5 platform knowledge sufficient to guide clients operationally and troubleshoot common issues
- Outstanding communication and emotional intelligence; proven ability to handle high-pressure complaints with professionalism and empathy
- Fluent in English (written and spoken) — mandatory
Preferred
- Native or professional-level Arabic is the #1 priority for this role — you will be the primary voice for our Middle East client base
- UAE or GCC financial services experience strongly preferred — you understand the regional client culture and expectations
- Fluent Mandarin Chinese preferred — for effective coordination with Group HQ
- Experience managing broker KYC/account opening workflows
- Familiarity with UAE client culture and local compliance standards (DIFC/ADGM frameworks)
- CRM system proficiency (Salesforce, Freshdesk, Zendesk, or similar)