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.

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.

Resumes must be submitted in English. Applicants must be eligible or have legal authorization to work in the country where the position is based.

Benefits

Hybrid Work Model (2 days working from home) Wolt Meal Allowance Comprehensive Health 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 Udemy Business access Gym Membership Referral Bonus Program Additional Support Visa Sponsorship and Relocation Assistance Sounds like you?

Let’s write the next chapter together! All Applications will be handled with the strictest confidentiality.