Client Experience Officer – Arabic Speaker

About the role

As a Client Experience Officer at Pepperstone, you will be the frontline of support for Arabic‑speaking traders, delivering high‑quality assistance before and after sales through live chat, email, phone and social media. You will work closely with the Client Services Team Leader and colleagues to ensure client issues are resolved quickly and compliance standards are upheld.

Key responsibilities

• Provide day‑to‑day customer support via live chat, email and phone, meeting quality standards and KPIs.
• Monitor and manage the main client services inbox and other communication channels, ensuring timely responses.
• Document, categorize and analyse client issues to generate actionable insights for service improvement.
• Maintain and regularly update the website support page and knowledge base.
• Continuously improve communication methods and channels to enhance overall client experience.
• Help improve conversion and retention ratios for clients contacting the service team.
• Assist clients with account verification when required.

Required profile

• Proven experience in a similar client‑service or support role.
• Strong customer focus and passion for delivering excellent service.
• Excellent written and verbal communication skills in English and Arabic.
• Attention to detail and ability to maintain quality under pressure.
• Good judgment, integrity and ability to make decisions independently.
• Willingness to learn continuously and adapt in a fast‑paced environment.
• Ability to work collaboratively within a team and handle shift rotations.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using Google Drive and Gmail.
• Familiarity with Slack communication platform.
• Knowledge of MetaTrader 4 (MT4) and MetaTrader 5 (MT5) trading platforms.