XTN-F848578 | MANDARIN CSR

About Eightcap

Eightcap is a dynamic online trading provider committed to delivering advanced trading tools and professional market insights that empower smarter trading decisions. We combine the agility of a fintech innovator with the trust and stability of a regulated financial institution, ensuring secure, seamless, and intuitive trading experiences for our clients.

With a strong focus on excellence, innovation, and strategic partnerships, our mission is to help clients succeed in the global markets. Our fast-paced, collaborative, and forward-thinking culture continues to position Eightcap as a leader in the online trading industry.

Headquartered in Melbourne, Australia, Eightcap also operates support offices in the UK, Cyprus, Bulgaria, and the Bahamas.

We were recently recognized as Broker of the Year 2023 at the Global Forex Awards, reflecting our commitment to innovation, exceptional customer service, and integrity.

• Ongoing investment in your career development through technical and professional training

• Wellness and lifestyle benefits, including monthly corporate massages

• Perkbox rewards and recognition program

• Complimentary snacks and beverages in the office

• Friday drinks at 4:00 PM

• Parental leave benefits

• Staff referral bonus program

• Annual flu vaccinations

• Purchased leave options

• Novated leasing options for vehicle financing and management

• Prime CBD office location with convenient access to public transportation

• Diverse and multicultural work environment

• Collaborative and supportive team culture

• Opportunity to be part of an exciting new company project

• Regular company social activities

About the Role – Customer Support Specialist

The Customer Support Specialist plays a vital role in delivering outstanding service to both new and existing clients. Key responsibilities include:

• Communicating with prospective and current clients

• Managing client onboarding and account maintenance

• Ensuring high levels of customer satisfaction and retention

• Building and maintaining strong, reputable client relationships

This role also supports effective communication across our global client base, particularly within English- and Mandarin-speaking markets. The position is essential in providing professional, high-touch support in both English and Mandarin, especially for clients in the Asian region, ensuring a seamless and positive client experience.

Core Focus – Customer Support

• Provide high-quality support to existing clients via phone, email, and live chat.

• Address and resolve customer inquiries promptly, ensuring clear and accurate communication.

• Manage and assist with escalated client concerns to ensure timely resolution.

• Accurately document all client interactions and maintain updated records in the CRM system.

• Collaborate with internal teams (Sales, Finance, Marketing, etc.) to deliver optimal client outcomes.

• Build and maintain strong client relationships to foster loyalty and trust.

Cross-Functional Capability – Onboarding Support

• Maintain up-to-date knowledge of Eightcap’s products, services, and policies to effectively support clients.

• Process new account applications and oversee client onboarding, including lead assignments and additional account requests.

• Identify opportunities to enhance the overall customer experience and satisfaction.

• Provide user education by guiding clients on trading platforms, products, procedures, and operational policies.

• Proficient in English; additional language skills such as Mandarin or Cantonese are an advantage.

• Strong customer service experience, preferably within the financial services or trading industry.

• Excellent communication and interpersonal skills.

• Demonstrated ability to troubleshoot issues and provide effective, solution-oriented support.

• Knowledge of financial markets and trading products is a plus.

• Ability to work under pressure and manage multiple tasks efficiently.

• A strong team player who collaborates effectively with colleagues from diverse backgrounds.