Customer Service Representative (Mandarin)

TL;DR

Customer Service Representative (Fintech): Providing support for Chinese and English speaking clients within the trading and investment domain with an accent on relationship management and issue resolution. Focus on managing inquiries across multiple channels, upselling value-added services, and improving client retention.

Company

Global financial services group providing leveraged trading access to equity, commodity, and FX markets through brands like FXTM and Nemo.

What you will do

• Handle customer inquiries via phone, email, and chat in Chinese and English.
• Provide accurate information regarding products, services, and policies.
• Resolve customer complaints and technical troubleshooting issues promptly and effectively.
• Maintain detailed records of customer interactions within CRM systems.
• Perform upselling and cross-selling of value-added services to improve client retention and loyalty.
• Collaborate with internal teams to ensure a high level of customer satisfaction.

Requirements

• Fluency in Chinese and English (spoken and written) is required.
• Previous experience in customer service or a similar role.
• Strong communication, soft-selling, and interpersonal skills.
• Ability to multitask and work efficiently under pressure in a fast-paced environment.
• Problem-solving mindset and high attention to detail.

Nice to have

• Knowledge of financial markets.
• Familiarity with CRM systems and support tools.
• Knowledge of any other languages.

Culture & Benefits

• Opportunities to develop a range of skills and take on early responsibility.
• Energetic and diverse international work environment.
• Commitment to equal opportunities regardless of gender, race, or background.