Client Support Specialist

About the role

HFM, an international multi-asset broker, is looking for a Client Support Specialist to act as the first point of contact for clients not assigned to a sales or retention agent. The role handles inbound queries by call, email and chat, and reports directly to the General Manager of Business Development.

Key responsibilities

• Respond to client inquiries by call, email and chat in a timely and professional way, covering products, services and technical support.
• Educate clients on the features, benefits, promotions and usage of products and services, and offer guidance and troubleshooting.
• Cover the queries of sales and retention agents who are on leave.
• Collaborate with cross-functional teams to resolve complex issues and escalate unresolved ones to the appropriate person or manager.
• Support low-stakes outreach campaigns such as confirming seminar attendance and following up on seminar and webinar registrations.
• Refer clients showing trading intent, deposit interest or retention risk to the appropriate sales or retention agent.
• Maintain accurate client records and case notes in the CRM.
• Promote HF Markets products and services to existing and prospective clients and pass opportunities to the sales team.
• Share suggestions and feedback with the team and carry out other duties assigned by the line manager.

Required profile

• English and French, written and spoken, are a must.
• Diploma level or equivalent.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced, performance-driven environment; high level of professionalism.
• Shift work, including weekends, is possible.

Required skills

• Customer service experience is a plus.
• Familiarity with trading platforms such as MT4 and MT5 is a plus.
• Knowledge of an additional market-relevant language (e.g. Portuguese, Swahili) is a plus.

What we offer

• Attractive remuneration package.
• 22 days of annual leave, rising to 30 days per year with years of service.
• Birthdays are always a day off.
• Long-service recognition awards and a referral bonus.
• Medical scheme participation from day one (Eagle).
• Unlimited snacks, fruits and beverages.
• Offices in Iconebene.