Customer Service Officer – Call Center

About the role

The Customer Service Officer will be the first point of contact for clients, delivering world‑class support across phone, email, chat and social media. You will work on‑site in Saida, reporting to the Customer Service Manager in a fast‑paced fintech environment.

Key responsibilities

• Handle inbound and outbound communications via calls, emails, live chat and social media, ensuring timely and professional responses.
• Resolve client queries related to accounts, transactions, withdrawals, deposits, KYC/AML documentation and technical issues on trading platforms, wallets and blockchain services.
• Provide accurate product information on forex trading, crypto wallets, smart contracts and PSP functionalities.
• Escalate complex cases to compliance, technical or trading teams and log all interactions in CRM systems.

Required profile

• Bachelor’s degree in Business, Finance, IT, Communications or a related field.
• Minimum 2 years of customer service experience in forex, fintech, blockchain or crypto sectors.
• Fluency in English; Arabic and French are strong assets.
• Experience working in a 24/7 or global support environment.

Required skills

• Proficiency with trading platforms such as MT4 and MT5.
• Experience using CRM tools (Hubspot, Salesforce or internal systems) and ticketing systems.
• Knowledge of blockchain wallets, DeFi platforms and crypto exchange interfaces.
• Strong command of MS Office Suite.