Job Opportunities API

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.