Brokerage Services Support Specialist

About the Role

Futu Holdings is seeking a Brokerage Services Support Specialist to join the team in Riyadh, Saudi Arabia. This full-time role involves providing comprehensive support to local and overseas customers, utilizing both Arabic and English languages. The specialist will be a key point of contact for client inquiries and support, ensuring a smooth experience with brokerage services.

Key Responsibilities

• Respond to customer inquiries and provide support across various communication channels, including phone, email, and live chat.
• Guide new customers through the onboarding process, ensuring understanding and utilization of product features.
• Identify potential opportunities for account expansion, upgrades, or cross-sells during customer interactions.
• Assist customers with trading account registration and verification processes.
• Provide consultation on trading platforms, tools, and features, addressing technical or operational issues.
• Resolve customer concerns and questions promptly and professionally, escalating complex cases when necessary.
• Assist in handling and resolving escalated customer complaint cases, ensuring timely follow-up and proper closure.
• Record, file, and organize customer feedback and suggestions.
• Contribute to the development of customer service processes, knowledge bases, and training materials.
• Perform other assigned ad-hoc duties.

Required Qualifications and Experience

• 0-1 year of relevant experience.
• Proficiency in both Arabic and English for customer communication.

Work Conditions

The role requires flexibility to work assigned shifts, which may include evening, night, and weekend shifts. A shift allowance will be provided for evening and night shifts.