Customer Support Specialist
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Job Description
Customer Support Specialist providing prompt support via chat, email, and phone for Mandarin-speaking clients. Responsible for ensuring high-quality service during evening shifts across UK and Canada.
Responsibilities:
- Respond to client queries across live chat, email, and phone promptly and professionally
- Provide support to Chinese-speaking clients across UK and Canada coverage hours
- Deliver high-quality support during evening shift operations, ensuring service-level agreements and response-time targets are met
- Support clients through account opening, verification, funding, and withdrawal processes
- Help clients navigate MT4, MT5, and the MultiBank-Plus platform
- Escalate complex or sensitive cases to the relevant internal team and follow through to resolution
- Keep accurate records of client interactions and contribute to knowledge-base improvements
- Follow all compliance, KYC, and data-protection requirements
Requirements:
- Strong written and verbal communication skills
- Fluency in Mandarin and English, both written and spoken. Cantonese is an advantage
- A client-first attitude with patience, professionalism, and the ability to remain calm under pressure
- Comfortable supporting clients across live chat, email, and phone
- Eligibility to work remotely from the relevant location
- Experience in customer support within Forex, fintech, brokerage, online trading, or financial services is preferred
Benefits:
- Competitive salary plus performance-based incentives
- Access to a dynamic, international, and fast-growing environment
- Strong opportunities for career progression within a global financial group
- Be part of a business committed to innovation, excellence, and long-term growth
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