CS Representative (Mandarin speaking)

Mitrade; Hong Kong; Hybrid; HKD 240,000 - 320,000; Full time

Benefits offered by this job

Competitive compensation package

Job summary

Mitrade, a global CFD and forex broker based in Hong Kong, is seeking a customer service specialist to respond to clients across web chat, phone, email and social media. You will handle inquiries with speed and precision, and collaborate with internal teams to deliver superior customer experiences.

Based in Hong Kong with English and Mandarin fluency, you will participate in rotating shifts to support a 24/7 operation, including weekends and holidays.

Qualifications

• Based in Hong Kong.
• Minimum 2 years customer service experience; preferably in CFD/fintech or financial services.
• 5-day roster for 24/7 operation including weekends and holidays; rotating shifts; possible work-from-home arrangement.
• Excellent verbal and written communication in English and Mandarin.
• Willingness to learn about financial markets and Mitrade products.

Responsibilities

• Deliver best-in-class customer service across web chat, phone, email and social media channels.
• Resolve customer queries quickly by identifying issues and providing timely solutions; follow through to completion.
• Probe for customer needs and go above and beyond to enhance customer experience.
• Collaborate with internal stakeholders and cross-functional teams to resolve issues and ensure service excellence.
• Perform outbound calls as needed to support customers, engage them, and support business growth.
• Continuously expand knowledge of financial markets, CFDs, forex, and Mitrade platforms to provide accurate, value-added support.

Skills

Customer service

English proficiency

Mandarin/Chinese

Communication skills

Financial services knowledge

Job description

Mitrade is an award-winning global Contract for Difference (CFD) and forex broker, regulated by authorities in Australia (ASIC), Cyprus (CySEC), the Cayman Islands (CIMA), Mauritius (FSC), South Africa (FSCA), and the United Arab Emirates (CMA). Mitrade was founded in Melbourne, Australia, and has offices worldwide.

Leveraging proprietary in-house state-of-the-art technology, Mitrade has developed a one-stop digital trading platform tailored for investors. Mitrade offers market data, news and analysis, plus trading and risk management services within a comprehensive user-centric FinTech ecosystem.

Mitrade serves over seven million users worldwide and offers accessibility across mobile iOS and Android, desktop, and web platforms.

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 CS 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. These shifts will be arranged under a work-from-home (WFH) arrangement where applicable.
• 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.
• Willingness to participate in enhancement projects and initiatives aimed at improving customer experience, operational efficiency and driving business growth is preferred.

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