Client Support Agent (24/7 Shift Rotation)
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.
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
- 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.
Benefits
- 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
All applications will be handled with the strictest confidentiality.