CS Representative

H&W Technology Service Limited; Hong Kong; On-site; HKD 257,000 - 290,000; Full time

Benefits offered by this job

Medical insurance

Birthday leave

Shift allowance

Education subsidy

Study leave

Fitness membership

Job summary

Mitrade in Hong Kong is seeking an energetic customer service professional to respond to clients across web chat, phone, email and social media. You will resolve inquiries with dedication, probe for needs, and collaborate with cross-functional teams to deliver outstanding service in a fast-paced, global fintech environment.

Role requires 2+ years in customer service, fluency in English and Mandarin, and willingness to rotate shifts including weekends and holidays.

Qualifications

• Minimum 2 years customer service experience in financial services or fintech
• Excellent verbal and written English and Chinese (Mandarin) communication
• Based in Hong Kong with flexibility for 5-day, 24/7 shift roster, including weekends/public holidays
• Able to learn about financial markets, FX, indices, commodities and crypto
• Strong collaboration skills to work with cross-functional teams
• Growth mindset and long-term commitment to career development

Responsibilities

• Deliver exceptional customer service across web chat, phone, email and social media
• Resolve customers' queries with timely solutions and follow-through
• Probe for and understand customers' needs to deliver superior experience
• Collaborate with internal stakeholders to resolve issues and ensure service quality
• Perform outbound calls to support customers and identify growth opportunities
• Continuously deepen knowledge of financial markets and Mitrade's products for accurate support

Skills

Customer service

English communication

Chinese (Mandarin) communication

Team collaboration

Adaptability

Learning mindset

Education

Associate degree or Higher Diploma

Job description

Role Summary:

Responding to clients’ inquiries via various means/channels in a timely manner. Ability to work flexible shifts to provide a well-rounded service to global customers.

What are your key day-to-day responsibilities:

• Deliver exceptional, best-in-class customer service across web chat, phone, email and social media channels.
• Take initiative to resolve customers' queries with full dedication by identifying issues and providing timely solutions and following through to completion.
• Skilfully probe for and understand customers' needs, go above and beyond to deliver superior customer experience.
• Collaborate closely with internal stakeholders and cross-functional teams to ensure efficient resolution of customer issues and delivery of outstanding service.
• Perform outbound calls to customers as required to provide support, strengthen customer engagement, and identify opportunities to enhance customer experience and support business growth.
• Continuously develop knowledge of financial markets, the CFD industry, and Mitrade's products and platforms to provide accurate and value-added support to customers.

What We Require from You:

• Based in Hong Kong
• Minimum of 2 years customer service experience; preferably within the CFD, fintech, online trading, or financial services industry.
• 5-day roster basis as part of a 24/7 operation. Expected to work rotating shifts, including weekends, public holidays, and morning & night shifts.
• Excellent verbal and written communication skills in English and Chinese (Mandarin), with the ability to communicate effectively with a diverse customer base.
• Strong eagerness to learn about financial markets including foreign exchange, global share indices, commodities, crypto currencies.
• Thrive in a team-oriented environment by working closely with colleagues to deliver exceptional customer service, manage customer interactions effectively, and share valuable customer insights and feedback.
• Open minded, adaptable and committed to continuous learning, long-term career development, and professional growth within a fast-paced and evolving industry.

What You Can Look Forward To:

• Competitive compensation package
• Career growth and personal development within a growing global organization
• A flat organizational structure that values collaboration and transparency
• Be part of a dynamic and multi-cultural team
• Career growth opportunities with global offices
• Medical insurance
• Birthday Leave
• Shift allowance
• Education subsidy and Study Leave
• Fitness membership allowance

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## More Job Information

Salary

• 23000 - 26000 / MONTH

Job Function

• 銀行 · 金融服務 - 一般 · 其他

Location

• 紅磡

Employment Term

• 全職

Education

• 副學士或高級文憑