Customer Service Representative

7 months ago

Melbourne, Australia Eightcap Pty Ltd Full time

Position title: Customer Service Representative

Department: Customer Service - CN Desk

Location: Rialto South Tower, 525 Collins Street, Melbourne VIC 3000

Reports to: Customer Service Manager

Company Overview

Eightcap is a dynamic online trading provider focused on delivering great trading tools and pro trading insight to enable smarter trading. With a commitment to excellence and a passion for delivering trading technology directly to clients and via our network of strategic partners, we are looking for an experienced Customer Service Representative to join our team to deliver growth in chosen markets.

The Company is headquartered in Melbourne, Australia and has support offices in the UK, Cyprus, Bulgaria, Guatemala, and Bahamas.

Our Customer Service team plays a pivotal role in ensuring every interaction with our customers is a positive and memorable experience. Committed to the highest standards of service, the Customer Service team is adept at addressing customer queries, concerns, and issues with speed and efficiency. Armed with in-depth knowledge of our products and services, our team guides customers through their journey, offering troubleshooting assistance and relevant information. Furthermore, the Customer Service team provides assistance to other teams, contributing significantly to our reputation as a customer-focused organisation.

Purpose of the Position

Responsible for onboarding new accounts, account maintenance, 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
- Update and configure existing accounts according to client demand.
- Work closely with the Sales team to ensure client needs are met.
- Provide client support, including technical, operational, and basic trading.
- Respond to client queries relating to account management.
- Assist in the creation and implementation of new procedures and processes.

Selection criteria

Essential:

- Native speaker of Mandarin Chinese.
- Diploma or equivalent experience in the field.
- Proven experience working in a professional team environment.
- Ability to work on weekends if required.
- Computer literacy and above-average data entry skills.
- Attention to detail.
- Strong ability to work as part of a team and independently as required.

Desired:

- Previous administration experience supporting a large sales team or shared service department.
- An understanding or interest in trading, FX, or general finance.
- Ability to think analytically and troubleshoot day-to-day issues.
- Willingness to work in a fast-paced environment with a Can-Do attitude.
- The ability to effectively manage and prioritise.
- Multiple responsibilities in a fast-paced and dynamic environment.
- Business environment.
- Values and respects diversity.
- Ability to work with individuals from multi-cultural backgrounds.

**Benefits**:

- Ongoing investment in your career development (technical and professional training).
- Wellness and lifestyle perks like monthly corporate massages.
- Parental leave.
- Hybrid working.
- Staff referral bonus program.
- Annual flu vaccinations.
- Great CBD location with easy access to public transport.
- Multicultural environment.
- Collaborative team culture.
- Opportunity to learn from some of the best in the business.
- Being part of an exciting new project for the company.
- Regular social activities.

How to Apply:

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