Call Center / Customer Service Officer
Reports To: Customer Service Manager
Location: Saida, Lebanon (On-site)
Job Type: Full-time
The customer service officer will act as a first point of contact for clients, ensuring world-class support across communication channels. Ideal candidates must be fluent in customer-centric engagement in fast-paced, tech-forward financial environments.
Key Responsibilities:
- Client Communication: Respond to inbound/outbound calls, emails, live chats, and social media inquiries in a timely and professional manner.
- Issue Resolution: Resolve customer queries related to accounts, transactions, withdrawals, deposits, verification, and platform technicalities (trading platforms, wallets, blockchain transactions, etc.).
- Product Knowledge: Provide accurate and up-to-date information on services such as forex trading, crypto wallets, smart contracts, and PSP functionalities.
- KYC & Compliance Support: Guide clients through KYC/AML documentation procedures and ensure understanding of regulatory requirements.
- Technical Assistance: Support users in navigating trading platforms (MT4, MT5, proprietary systems), blockchain wallets, and fintech dashboards.
- Cross-functional Liaison: Escalate unresolved issues to compliance, technical, or trading departments, ensuring follow-through.
- CRM & Reporting: Log all client interactions into CRM systems (Hubspot, Salesforce, or internal tools), ensuring proper documentation and analytics.
- Client Retention: Build positive relationships that encourage client loyalty and upsell relevant products/services when appropriate.
- Multilingual Support: Handle requests in English, Arabic, French, or other languages depending on clientele.
Required Qualifications & Experience:
- Bachelor’s Degree in Business, Finance, IT, Communications, or related field.
- Minimum 2 years of experience in customer service in the forex, fintech, blockchain, PSP, or crypto industry.
- Experience with trading platforms (e.g., MT4, MT5), PSPs, or blockchain interfaces (wallets, DeFi platforms).
- Proven ability to explain technical products to non-technical users.
- Previous experience with blockchain wallets, DeFi protocols, or crypto exchanges.
- Knowledge of derivatives, leverage trading, and margin accounts.
- Certifications in AML/KYC, blockchain technology, or customer service excellence is a plus.
- Familiarity with global KYC, AML, and data protection regulations.
- Proficient in CRM tools, ticketing systems, and MS Office Suite.
- Fluency in English is a must; Arabic and French are strong assets.
- Prior work in a 24/7 or global customer service setting
Core Competencies:
Technical & Industry Knowledge
- Understanding of blockchain networks, crypto tokens, exchanges.
- Working knowledge of forex platforms and trade execution.
- Insight into PSPs, transaction flows, and digital wallet operations.
Communication
- Clear, professional written and verbal communication.
- Ability to explain complex financial or technical concepts simply.
Customer-Centricity
- Strong empathy and problem-solving focus.
- Ability to remain calm and professional under pressure.
Analytical Thinking
- Quick assessment of client issues to deliver first-contact resolution.
- Capable of interpreting transaction or technical logs to assist clients.
Adaptability
- Able to navigate a rapidly changing financial and technological landscape.
- Willingness to learn new systems and products quickly.
Compliance Awareness
- Understands importance of regulatory protocols in fintech and crypto.
- Able to communicate compliance-related requirements to clients clearly.
