Client Support Agent

5 days ago

Nairobi, Nairobi Area, Kenya HFM Full time $40,000 - $80,000 per year

About HFM:
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.

Benefits
By joining us, you can expect:

  • Attractive remuneration package
  • 22 days of Annual Leave (reaching up to 30 days per year based on years' service)
  • Friday afternoons off (during December & January)
  • Birthdays are always a day off
  • Referral Bonus – refer a candidate we would all enjoy to work with
  • Participation in the Company's Medical Scheme from day one
  • Fun team-building activities & Corporate events

Kick off an exceptional career with HFM and follow the path to success

Sounds like you?
Come and write the next chapter with us

All applications will be treated as confidential.

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