Customer Service Representative

Eightcap is a dynamic online trading provider focused on delivering great trading tools and professional 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 blend the agility of a fintech innovator with the trust and stability of a regulated financial institution. Our mission is to empower clients to succeed in the markets through seamless, secure, and intuitive trading experiences. With a fast-paced, collaborative, and innovative culture, Eightcap continues to evolve as a leader in the online trading space.

The company is headquartered in Melbourne, Australia, with support offices in the UK, Cyprus, Bulgaria and the Bahamas.

Recently recognised as Broker of the Year 2024 at the Global Forex Awards, we pride ourselves on innovation, outstanding customer service, and unwavering integrity in everything we do.

We are seeking an experienced Customer Service Representative to support Eightcap's growth by ensuring that 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.

The ideal candidate will have a strong background in customer service, with a proven ability to deliver results in a fast-paced, high-performance environment. This role plays a key part in driving our mission to provide an exceptional experience to both our clients and team.

Key Responsibilities:

• Process new account applications and onboard new clients.
• Update and configure existing accounts according to client demand.
• Work closely with the Sales team to ensure client needs are met.
• Provide comprehensive assistance and support to the Sales team.
• Provide client support, including technical, operational, and basic trading assistance.
• Respond to client queries relating to account management.
• Respond to incoming enquiries from clients via email, live chat, and telephone in a timely and professional manner.
• Initiate proactive, customer experience-driven outbound calls to enhance client satisfaction and engagement.
• Monitor and maintain online comment sections or public forums, ensuring a positive client experience and adherence to community guidelines.
• Provide assistance in the creation and implementation of new procedures and processes.

Essential:

• Native speaker of Mandarin Chinese.
• Diploma or equivalent experience in the field.
• Proven experience working in a professional team environment.
• Ability to work with individuals from multi-cultural backgrounds.
• 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.
• 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 prioritize multiple responsibilities in a fast-paced and dynamic business environment.
• Ability to work on public holidays if required.

Desired:

• RG146 qualified.
• Specific Industry Experience: Prior experience in customer support within the forex or financial industry.
• Academic Background: A degree in Business, Finance, or a related field.
• Industry Knowledge: Knowledge of the forex industry.
• Proficiency in Cantonese.

Why Eightcap?

• Ongoing investment in your career development
• Wellness and lifestyle perks like monthly corporate massages
• Parental leave
• Staff referral bonus program
• Employee-purchased leave
• Perkbox reward and recognition
• Study assistance
• Annual flu vaccinations
• Complimentary fruit and snacks
• Multicultural environment
• A dynamic and collaborative team culture
• Great CBD location with easy access to public transport
• Regular social activities

Are you interested in this opportunity but don't meet every requirement? Eightcap endeavours to create an inclusive and diverse workforce by offering an opportunity for the right people and so we encourage you to apply.

We respectfully ask that no recruiters contact anyone at Eightcap regarding this role.