Client Support Agent at HFM

Customer Service Jobs. HFM Jobs

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.

Your role at HFM:

• 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

What You Bring:

• Flexibility to work on a 24/7 rotational shift, including nights and weekends.
• University degree (Business, Finance, Marketing, or related fields) or comparable experience in customer support, hospitality, or client-facing roles.
• Fluency in English and Swahili is required. Additional languages are an advantage.
• Confident communication skills, with a customer-first mindset.
• Basic understanding of financial markets and trading platforms (MT4/MT5 knowledge is a plus).
• Familiarity with CRM and support tools like Zendesk, Freshdesk, or Salesforce.
• Knowledge of KYC/AML processes and regulatory frameworks in the African market is beneficial.
• Ability to multitask and thrive under pressure in a dynamic environment.

How to Apply

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