Customer Service Representative

Company Description

Our client is a global financial services and technology company providing online trading and investment solutions to clients across international markets. Through a combination of innovative products, market access, educational resources, and customer-focused services, our client helps individuals engage confidently with financial markets.

Operating across multiple regions, our client offers a diverse and fast-paced environment where collaboration, continuous improvement, and innovation are highly valued. Teams work across a broad range of functions including customer operations, technology, marketing, analytics, finance, and commercial growth.

As a growing international business, our client is committed to creating opportunities for employees to develop their skills, take ownership, and contribute to meaningful projects in a dynamic industry.

Job Description

Our client is seeking a proactive and customer-focused Farsi-speaking Customer Service Representative to join the team, reporting to the Team Lead, Customer Service. The successful candidate will be responsible for delivering exceptional support to Farsi-speaking and English-speaking clients across multiple communication channels, resolving inquiries efficiently, and ensuring a positive customer experience.

You will work within a collaborative and multicultural team environment, supporting clients with inquiries, troubleshooting, back-office coordination, and client retention initiatives.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in Farsi and English.
• Provide accurate information regarding products, services, and company policies.
• Resolve customer issues promptly and professionally while maintaining high customer satisfaction standards.
• Maintain accurate records of customer interactions within CRM systems.
• Collaborate with internal teams to ensure timely issue resolution and smooth customer experiences.
• Escalate complex or priority issues when necessary.
• Handle back-office related queries and follow-ups.
• Support clients with technical and troubleshooting-related issues.
• Manage complaints professionally and ensure appropriate resolution.
• Meet defined KPIs including response times, resolution quality, and customer satisfaction metrics.
• Support client retention initiatives through upselling and cross-selling of relevant value-added services.

Qualifications

Requirements

• Fluency in English is required.
• Native or near-native proficiency in Farsi, Russian, or another relevant language is highly preferred.
• Previous experience in customer service, support, or a client-facing role is preferred.
• Experience within financial services, fintech, forex, or trading environments would be advantageous.
• Strong communication and interpersonal skills with a customer-focused mindset.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Familiarity with CRM systems and support tools is a plus.
• Comfortable working collaboratively within a diverse team environment.

Additional Information

Benefits

• Hybrid working policy
• Discretionary performance-related bonus
• Flexible benefits allowance
• Medical insurance
• Wellbeing and self-development support initiatives

Our client is an equal opportunities employer and welcomes applications from candidates of all backgrounds and experiences.