Description:
Company Overview
Eightcap is a dynamic online trading provider focused on delivering great trading tools and pro trading insight to enable smarter trading. With a commitment to excellence and a passion for delivering trading technology direct to clients and via our network of strategic partners, we are looking for an experienced Customer Service Representative to join our team to deliver growth in chinese markets.
The Company is headquartered in Melbourne, Australia and has support offices in the UK, Cyprus, Bulgaria, and Bahamas.
The Customer Service team plays a pivotal role in ensuring that every interaction with our customers is a positive and memorable experience. Committed to the highest standards of service, the Customer Service team is adept at addressing customer queries, concerns, and issues with speed and efficiency. Armed with in-depth knowledge of our products and services, our team guides customers through their journey, offering troubleshooting assistance and relevant information. Furthermore, the Customer Service team provides assistance to other teams, contributing significantly to our reputation as a customer-focused organisation.
Purpose of the Position
Responsible for on-boarding new accounts, account maintenance, communication with our new and existing clients and continuing the maintenance of strong and reputable relationships. As well as maintaining good communication with colleagues across the business.
Key Responsibilities:
- Process new account applications and onboard new clients.
- Update and configure existing accounts according to client demand.
- Work closely with the Sales team to ensure client needs are met.
- Provide comprehensive assistance and support to the Sales team.
- Provide client support, including technical, operational, and basic trading assistance.
- Respond to client queries relating to account management.
- Respond to incoming enquiries from clients via email, live chat, and telephone in a timely and professional manner.
- Initiate proactive, customer experience-driven outbound calls to enhance client satisfaction and engagement.
- Monitor and maintain online comment sections or public forums, ensuring a positive client experience and adherence to community guidelines.
- Provide assistance in the creation and implementation of new procedures and processes.
Requirements
Essential:
- Native speaker of Mandarin Chinese.
- Diploma or equivalent experience in the field.
- Proven experience working in a professional team environment.
- Ability to work with individuals from multi-cultural backgrounds.
- Computer literacy and above-average data entry skills.
- Attention to detail, strong ability to work as part of a team, but also independently as required.
- Previous administration experience supporting a large sales team or shared service department.
- An understanding or interest in trading, FX, or general finance.
- Ability to think analytically and troubleshoot day-to-day issues.
- Willingness to work in a fast-paced environment with a Can-Do attitude.
- The ability to effectively manage and prioritize multiple responsibilities in a fast-paced and dynamic business environment.
- Ability to work on public holidays if required.
Desired:
- RG146 qualified.
- Specific Industry Experience: Prior experience in customer support within the forex or financial industry.
- Academic Background: A degree in Business, Finance, or a related field.
- Industry Knowledge: Knowledge of the forex industry.
- Proficiency in Cantonese.
Benefits
- Ongoing investment in your career development (technical and professional training)
- Wellness and lifestyle perks like monthly corporate massages
- Perkbox Reward & recognition
- Parental leave
- Hybrid working
- Staff referral bonus program
- Annual flu vaccinations
- Employee-Purchased leave
- Uncapped commission structure
- Great CBD location with easy access to public transport
- Multicultural environment
- Collaborative team culture
- Regular social activities