FinTech Customer Success Specialist (Remote, Hong Kong)

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, 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.