Customer Service Representative - Mandarin Speaking

Company Description

Who are we?

In the fast-growing economies of the world, there's a new generation of ambitious younger people eager to gain financial independence and we’re here to make this potential a reality by empowering them with the Freedom to Succeed. 

We empower them with guidance, tools, and easy market access so they can trade and invest with confidence. We aim to make our clients their own wealth manager: empowered to create investment strategies and make investment decisions effortlessly, in their own time, on their own terms, in their own way.   

Founded in 1998 to offer online trading for retail clients, the Exinity Group is now over 25 years old and has provided leveraged trading to over 2 million customers through our global power brands, including FXTM and Nemo, giving them access to equity, commodity and FX markets across the Middle East, Asia, and Africa. 

Exinity is an energetic and diverse company with central offices in the UAE, Cyprus and the UK, plus a number of smaller hubs globally. We’re always looking for talented individuals to join us. ‘Freedom to Succeed’ is not just a promise we make to our clients and partners, but to our people too. We’ll help you develop a range of skills, take on early responsibility, and enjoy a rewarding and fulfilling career with a fast-growing, dynamic company.

Job Description

Reporting to the Team Lead /Senior– Customer Service.   

We are seeking a proactive and customer-focused Chinese-speaking Customer Service Representative to join our team. The ideal candidate will be responsible for delivering exceptional support to our Chinese, English & other native speaking clients (using google translate), resolving inquiries efficiently,  employing a value-based relationship approach such as upselling & cross-selling and ensuring a positive customer experience. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in Chinese, English & other native speaking clients (using google translate).
• Provide accurate information regarding products, services, and policies
• Resolve customer issues promptly and professionally
• Maintain detailed records of customer interactions in CRM systems
• Collaborate with internal teams to ensure customer satisfaction
• Identify and escalate priority issues when necessary
• Handle of Back-office queries
• Support clients with technical and troubleshooting issues
• Deal with complaints of a varying nature promptly and effectively
• Meet set performance targets including response time, resolution rate, and customer satisfaction.
• Upsell and cross sell to clients by adding value-added services to improve client retention, acquisition & loyalty.

Qualifications

• Fluency in Chinese and English (spoken and written)
• Previous experience in customer service or a similar role and knowledge of financial market will be considered an advantage.
• Strong communication, soft-selling and interpersonal skills
• Ability to work efficiently under pressure
• Ability to multitask and work in a fast-paced environment
• Familiarity with CRM systems and support tools is a plus
• Problem-solving mindset and attention to detail
• Knowledge of any other languages is an advantage

Additional Information

Exinity is an equal opportunities employer and positively encourages applications from suitably qualified and eligible 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.