Position Summary
The Customer Relationship Specialist plays a role that combines customer service, sales support, and relationship management. You will engage directly with clients, responding to inquiries, supporting onboarding, qualifying leads, and helping clients make informed decisions about our services and investment platforms. This role is vital in maintaining long-term client relationships while driving adoption and satisfaction with our solutions.

Key Responsibilities
Customer Relationship & Support
Serve as the first point of contact for clients via live chat, phone, and email.
Address inquiries quickly and effectively while ensuring a seamless client experience.
Provide technical guidance on our products, investment platforms, and account setup.
Onboard new clients, assisting them with initial documentation, platform walkthroughs, and investment eligibility.
Handle escalations, resolve complaints, and ensure follow-through on client issues.
Update internal systems and CRM tools with accurate client communication records and service data.
Uphold client confidentiality and adhere to company privacy policies at all times.
Sales Support & Lead Qualification
Identify and qualify potential leads from inbound channels and outreach efforts.
Conduct discovery calls with new prospects to understand needs, timelines, and interest level.
Support telesales initiatives by introducing company services and platforms to qualified leads.
Book demos or hand over leads to senior sales/investment advisors when appropriate.
Follow up on sales pipeline activity and maintain up-to-date records in CRM.
Client Engagement & Education
Coordinate and conduct
platform demos, walkthroughs, and onboarding sessions.
Collaborate with the content team to create support materials, FAQs, and help articles.
Gather client feedback and usage insights to improve processes, services, and tools.
Participate in internal meetings, product updates, and workshops to stay informed on offerings and updates.
Proactively maintain relationships with existing clients to encourage product adoption and retention.

Qualifications
Bachelor’s degree in Business, Finance, Marketing, or a related field.
3–5 years of experience in customer service, client advisory, or relationship management (ideally within fintech, payments, or blockchain industries.)
Demonstrated experience in tele sales, lead qualification, or pre-sales support.
Strong verbal and written communication skills.
Excellent interpersonal skills and a proactive, solution-oriented mindset.
Proven ability to handle client objections and maintain professionalism under pressure.
Proficiency in CRM systems (e.g., HubSpot, Salesforce) and MS Office tools.
Fluency in English and Arabic is required; French is a significant asset.
Deep interest or working knowledge in blockchain, crypto, and financial markets is a plus.

Core Competencies & Skills
Customer-Centric Communication:
Strong listening and verbal skills to convey information clearly and with empathy.

Relationship Management:
Builds trust, maintains rapport, and deepens relationships with clients.

Technical Fluency:
Comfort with fintech platforms, blockchain concepts, and investment tools.

Sales Orientation:
Identifies opportunities, qualifies leads, and assists with conversion.

Problem-Solving:
Quickly assesses situations and proposes thoughtful resolutions.

Attention to Detail:
Maintains accuracy in client records, documentation, and internal reporting.

Adaptability:
Comfortable working in a fast-paced, evolving fintech environment.

Collaboration:
Works cross-functionally with sales, product, and operations teams