Customer Service Representative

3 weeks ago

Melbourne, Victoria, Australia Eightcap Full time

Eightcap is an Australian online financial trading Company that specialises in foreign exchange (forex) and contract for difference (CFD) trading, offering over 250 tradable instruments to retail clients. The Company is headquartered in Melbourne, Australia and has support offices in the UK and Bulgaria.

Quickly becoming a leader in its field, the Company has gone from strength to strength, experiencing rapid growth. Because of this, we are looking for a Customer Service Representative to join the Customer Support team.

Responsible for communication with our new and existing clients and continuing the maintenance of strong and reputable relationships. As well as maintaining good communication with colleagues across the business, i.e. Account Opening Team, Marketing Team, Finance Team and Engineering Team.

Key Responsibilities:

  • Provide client support, including technical, operational and basic trading
  • Respond to client enquiries from clients via email, live chat and telephone in a timely and professional manner
  • Manage customer complaints promptly, maintaining a professional and courteous demeanor
  • Ensure industry and company standards for AML/KYC are met
  • Work closely with colleagues to ensure client needs are met
  • Document customer feedback and promptly escalate unresolved issues as needed
  • Role modelling the values of the Company, and obliging by the work, health, safety and wellbeing policies and practices in the execution of this role.

Who are you:

  • Fluent in Mandarin Chinese
  • Proven experience working in a professional team environment
  • Ability to work on public holidays if required
  • Right to work in Australia
  • Computer literacy, and above-average data entry skills
  • Attention to detail
  • Strong ability to work as part of a team but also independently as required
  • The ability to effectively manage and prioritise multiple responsibilities
  • Willingness to work in a fast-paced environment with a Can-Do attitude
  • Previous experience in FX, CFD, and Trading organisation (highly regarded)
  • Previous administration experience supporting other teams or shared service department
  • Ability to think analytically and troubleshoot day-to-day issues
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