Customer Support (EN)

Position: Customer Support (English)

Employment Type: Full-time

Working Arrangement: Hybrid | Rotational shifts

Company Overview:

We are forward-thinking fintech company specializing in innovative trading solutions and financial products. With a dynamic platform and a tech-savvy team that works seamlessly across time zones, we strive to provide cutting-edge services to traders worldwide.

You will:

• Provide customer service to clients via live chat, phone call, and email
• Keep clients updated on the status of their requests, providing clear and concise communication
• Identify, escalate and communicate complex issues to the appropriate specialist via CRM, ensuring timely resolution
• Ensure compliance with market-specific regulatory requirements
• Verify documents submitted by clients within specific regions while adhering to regulatory requirements
• Prepare and interpret reports and documentation
• Attend company seminars to stay up to date with the company's business functions and roles
• Meet quarterly KPI targets set by the CS Manager, demonstrating strong performance
• Collaborate with the BD team to develop business strategies aligned with trends & customer needs
• Undertake other ad hoc tasks assigned by the manager

Requirements:

• Minimum 2-year experience in Customer Service
• Experience in a Forex broker or online trading environment is highly preferred
• Fluent in English, Mandarin is an advantages
• Customer-focused and dedicated to providing exceptional service
• Strong ability to communicate effectively
• Proficient in troubleshooting and multitasking
• Self-motivated and reliable with a proven track record of meeting and exceeding expectations
• Can-do attitude and a willingness to learn