Customer Service Representative

Company overview

Mitrade is an internationally recognized CFD and forex broker with regulatory approvals across multiple jurisdictions, including Australia, Cyprus, the Cayman Islands, Mauritius, South Africa, and the United Arab Emirates. The company began in Melbourne, Australia and now operates from offices around the world.

Built on proprietary technology, Mitrade provides a unified digital trading experience designed for investors. Its platform combines market insights, news, analysis, trading tools, and risk-management features into a user-focused fintech ecosystem. The service is available to more than five million users globally through mobile apps, desktop, and web access.

Role summary

This position focuses on answering customer questions quickly and accurately across different channels, while handling account application work in line with regulatory standards. The role also requires flexibility to work rotating shifts so customers around the world receive consistent support.

Key responsibilities

• Guide clients through account creation, identity verification, and deposit/funding steps.
• Deliver high-quality support through web chat, phone, email, and social platforms, with most interactions taking place via web chat.
• Take ownership of customer issues, work through the root cause, and drive timely resolution with a proactive approach.
• Listen carefully to client needs, identify opportunities to improve the experience, and spot potential business value beyond standard support.
• Work closely with other internal teams to help resolve customer queries efficiently.
• Keep building knowledge of financial markets, the CFD industry, and the company’s trading platforms.
• Collaborate with the customer service team to coordinate shifts, staffing, workload, and customer feedback.

Requirements

• Fluency in both English and Arabic is mandatory; other languages such as Spanish, German, Portuguese, Thai, or Vietnamese are a plus.
• Ability to manage customer conversations well and handle inquiries in a way that supports app conversion and customer satisfaction.
• Prior experience in financial services or fintech is required.
• A genuine passion for customer service, together with strong problem-solving ability.
• High standards of integrity and professionalism.
• A cooperative, open-minded attitude and willingness to develop within a team setting.
• Commitment to long-term growth and ongoing professional learning.
• Strong MS Office skills; familiarity with CRM systems is beneficial.
• Knowledge of local payment methods is advantageous.
• Willingness to work a five-day schedule that includes public holidays and shift-based work.

Additional information

This is an onsite full-time role based in Dubai, United Arab Emirates.

The role requires flexibility to support customers across different time zones and may involve varied shifts.

No salary, benefits, or number of vacancies were specified in the source information.