Customer Support Officer (Chinese)

Customer Service Limassol

Job Description

Our client is a limassol based investment firm, they are looking for a native Chinese speaking customer support officer. The ideal candidate will be native/near native in chinese and have relevant experience in the forex industry.

Reference #: GC001672

Job Responsibilities

  • Delivers service and support to customers through live chats, emails and phone calls
  • Provides answers to customers by identifying problems, researching answers, and guiding customer through corrective steps
  • Handles and resolves customer complaints
  • Provides information to customers in regards to Company‚Äôs services and products
  • 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 enquiries
  • Maintain a balance between company policy and customer benefit in decision making. Handling issues in the best interest of both customer and company
  • Inform customer about internal regulations and procedures of the Company
  • Forwards any issues or requests to the Head of Customer Support and/or the appropriate department
  • Follow up on the progress of the response to the customer
  • Educates the customer where applicable
  • Performs Back Office and Clients Accounting Department duties during night/evening shifts
  • Updates Customer records when necessary
  • Ensuring that all duties are done so in line with the necessary KYC, AML, and Due diligence controls
  • Collects customer feedback and follows up e.g. requests for new products and services
  • Provides feedback on the efficiency of the customer service process.

Requirements

  • Qualifications in Economics/Accounting/Finance/Compliance or any related field will be considered as an advantage
  • Fluent in English with excellent oral and written communication skills, this includes the ability to effectively communicate with all levels of management
  • Computer literate with experience using MS Office applications, Trading Platforms, and CRM Systems
  • Relevant Experience in the Forex Industry would be considered as an advantage (CFD Market and the risks involved, AML and KYC procedures).
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