Purpose of the Job:
Interacts with customers to provide and process information in response to inquiries, concerns and requests about products and services. Provide technical support by researching and answering questions; troubleshooting problems; resolving customer complaints.
Duties and Responsibilities:
Delivers service and support to customers through live chats, emails and phone calls
Provides answers to customers by identifying problems; researching answers; guiding customer through corrective steps
Handles and resolve customer complaints
Provides information to customers in regards to Company’s services and assist/guide new customers to open an account
Provides quality service and support in a variety of areas including but not limited to System/technical troubleshooting, Login/Account issues, Accounting (deposits and withdrawals) and overall trading
Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
Inform customer about internal regulations, AML and other procedures of the Company
Forwards any issues or requests to the Customer Support Manager and/or the appropriate department. Follow up on the progress of the response to the customer
Educates the customer where applicable to prevent the need for future contacts
Acts as a back-up of Back Office and Clients Accounting Department during night shifts
Updates Customer records when necessary
Collects customer information, updates and follows up on the clients list e.g. request on new products and services
Provides feedback on the efficiency of the customer service process
Experience, Knowledge, Skills:
Excellent knowledge of Microsoft Office Excel
Knowledge of the FX market and AML procedures will be considered as an advantage
Fluency in Chinese and English
Skills Required: Multi-tasking, Interpersonal skills, Communicate effectively using various tools, Problem Analysis and problem-solving, Customer Service Orientation, Adaptability, Organizing and Time Management Skills, Computer Literated, Typing fast, Team Spirit
Working on three weekly rotation shifts Monday to Friday which are: 08:00 – 16:00, 16:00 – 00:00, 00:00 – 08:00.
Remuneration and Benefits:
An excellent remuneration package will be offered to the successful candidate according to their qualifications and experience.