About this role
Company DescriptionOur 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 DescriptionOur 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. QualificationsRequirements Fluency in Farsi and English, both written and spoken. 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 InformationBenefits 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.