Client Support Agent

## About the role 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 and strategic Client Support Agent (24/7 Shift Rotation) to join our team! This role will be based on a rotating shift pattern including Night Shifts and occasional Weekends. Shifts are 8 hours with a 30-minute break, working 5 shifts per week plus 1 weekend shift (as needed). Night shift is 6 hours only. ## Responsibilities - 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. - Collaborate with cross-functional teams to address clients' needs and resolve complex issues. - Escalate complex or unresolved issues to the appropriate person or Manager. - Identify areas for improvement and share suggestions and feedback with the team. ## Requirements - Must be able to work 24/7 shifts on rotation including occasional weekends. - University Degree or relevant working experience (customer support or HORECA roles). - Native or near-native proficiency in English. - Any additional language will be considered an advantage. - Basic Computer skills. - Demonstrated ability to excel in fast-paced environments, effectively managing multiple tasks simultaneously while maintaining a high level of precision and composure under pressure. - Applicants must be eligible or have legal authorisation to work in the country where the position is based. ## What we offer - Hybrid Work Model (2 days working from home) - Monthly Wolt Vouchers - Comprehensive Health & Life Insurance - Provident Fund (Upon completion of the trial period) - Summer Short Fridays (August) - Additional Paid Annual Leave (up to 30 days, based on years of service) - Birthday Leave - Training & Education Allowance - Udemy Business access - Gym Membership - Referral Bonus Program - Additional Support Visa Sponsorship and Relocation Assistance ## About the company 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.