Job Description

Our client is a global organization operating within the financial services and trading industry, providing individuals with access to a wide range of financial markets, including equities, commodities, and foreign exchange.

With over two decades of experience, the company has built a strong international presence, serving a diverse customer base across multiple regions. It operates through a portfolio of established brands and continues to expand its global footprint.

The organization focuses on delivering user-friendly platforms, efficient services, and reliable support to help clients navigate financial markets. With offices across key international hubs, it offers a dynamic and multicultural working environment with opportunities for professional growth.

Reporting to the Team Lead / Senior Customer Service, our client is seeking a proactive and customer-focused Mandarin-speaking Customer Service Representative to join the team.

The successful candidate will be responsible for delivering high-quality support to Mandarin-speaking clients, resolving inquiries efficiently, and contributing to a positive overall customer experience. You will work within a diverse, collaborative team environment and play a key role in supporting client satisfaction and retention.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in Mandarin and English.
• Provide accurate information regarding products, services, and policies.
• Resolve customer issues in a timely and professional manner.
• Maintain detailed and accurate records of customer interactions within CRM systems.
• Collaborate with internal teams to ensure seamless issue resolution and customer satisfaction.
• Identify and escalate priority or complex issues when necessary.
• Handle back-office related queries and support requests.
• Assist clients with basic technical troubleshooting where required.
• Manage and resolve customer complaints effectively and professionally.
• Meet defined performance targets, including response times, resolution rates, and customer satisfaction metrics.
• Identify opportunities to enhance client experience and retention through value-added support and service.

Qualifications

• Fluency in Mandarin and English (spoken and written) is essential.
• Previous experience in customer service or a similar role is preferred; experience within financial services or trading environments is an advantage.
• Strong communication and interpersonal skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Strong multitasking and organizational abilities.
• Familiarity with CRM systems and customer support tools is beneficial.
• Problem-solving mindset with strong attention to detail.
• Additional language skills are a plus.

Additional Information

Benefits & Perks

Our client offers a competitive benefits package, including:

• Hybrid working policy
• Discretionary performance-related bonus
• Personalized flex benefits
• Wellbeing initiatives and access to self-development tools
• Medical insurance
• Comprehensive leave package of 40 days inclusive of public holidays

Our client is an equal opportunities employer and encourages applications from suitably qualified candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.