Client Support Agent

About us:

HFM is an internationally acclaimed multi-asset broker, delivering cutting-edge trading tools, platforms, and conditions to traders worldwide. We are committed to innovation, transparency, and excellence in the financial markets. As we continue to expand, we are seeking a driven Client Support Specialist to join our growing team.

Your role at HFM: 

• Act as the first point of contact for clients who are not assigned to a sales or retention agent, handling their inbound queries across calls, emails and chat.

• Respond to client inquiries – handle incoming calls, emails and chat messages in a timely and professional manner.

• Provide prompt and accurate responses to client inquiries regarding products, services and technical support.

• Provide product information and assistance – educate clients on the features, benefits, promotions, and usage of products and services.

• Offer guidance and troubleshoot support to assist clients.

• Cover the client queries of sales and retention agents who are on leave, ensuring all queries are attended to promptly and professionally.

• Collaborate with cross-functional teams to address clients' needs and resolve complex issues.

• Escalate complex or unresolved issues to the appropriate person or Manager.

• Support low-stakes outreach campaigns, such as confirming attendance for seminars and following up on seminar and webinar registrations.

• Refer clients who show trading intent, deposit interest or retention risk to the appropriate salesor retention agent.

• Maintain accurate client records and case notes in the CRM.

• Contribute to the promotion of HF Markets products and services by informing existing and prospective clients of relevant offerings and passing on opportunities to the sales team, supporting the company's revenue goals.

• Identify areas for improvement and share suggestions and feedback with the team.

• Report directly to the General Manager of Business Development

• Carries out any further duties assigned by their line manager. 

Requirements

• English and French is a must (written and spoken)

• Diploma level or equivalent

• Strong communication and interpersonal skills.

• Ability to work in a fast-paced, performance-driven environment.

• High level of professionalism and work ethic.

• Possibility that the job goes to shift work (including weekends)

Will be a plus: 

•Experience in a customer service role.

• Familiarity with trading platforms such as MT4 and MT5.

• Knowledge of an additional language relevant to our markets (e.g. Portuguese, Swahili).

Benefits

• Attractive remuneration package.

• 22 days of Annual Leave (reaching up to 30 days per year based on years’ service).

• Birthdays are always a day off!

• Long-Service Recognition Awards.

• Referral Bonus – refer a candidate we would all enjoy to work with!!

• Participation in the Company’s Medical Scheme from day one (Eagle)!

• Unlimited snacks, fruits and beverages.

• Magnificent offices in Iconebene.

Ready to Kick Off an Exceptional Career?

Join HFM and shape your future with a company that values growth, innovation and people.

Sounds like you? Let’s write the next chapter together.

All Applications will be handled with the strictest confidentiality.