Support Agent - Customer Services (Erbil)

About the role

A Support Agent is needed in Erbil, Iraq, within the Customer Services department, working in a hybrid arrangement. The agent acts as the first point of contact for client inquiries and helps clients with their accounts and platform use.

Key responsibilities

• Serve as the first point of contact for client inquiries by phone, email or chat.
• Assist clients with account setup, funding and platform navigation.
• Review and analyse documents such as passports, utility bills and business registration certificates.
• Resolve client issues related to transactions, account discrepancies and account verification.
• Explain the platform, application and other products clearly and concisely.
• Escalate complex issues to the right teams while ensuring timely resolution.
• Maintain accurate client records in the CRM and document all interactions.
• Stay up to date on company policies and regulatory requirements.
• Contribute to improving internal processes by identifying common client concerns and suggesting solutions.

Required profile

• Fluency in Kurdish, Arabic and English is mandatory.
• Basic knowledge of financial markets, trading platforms and brokerage operations.
• Strong problem-solving skills and attention to detail.
• Ability to work under pressure, manage several priorities and adapt to shifts, including evenings and public holidays, depending on business needs.

Required skills

• Excellent verbal and written communication in English; proficiency in Kurdish, Arabic and other languages is a plus.
• Proficiency in CRM tools and customer support software.