Customer Experience Officer

FXGT is a leading online trading platform offering forex, CFDs, and crypto trading with advanced technology and competitive conditions. We provide a dynamic and innovative environment for professionals looking to grow in the financial markets industry.

We are looking to hire a Chinese Speaking Customer Experience Officer
to join our successful and dynamic team. If you enjoy working in a fast-paced environment and being a member of a goal-oriented team, then you are fit for the role 

Working Hours:

08:00 AM-16:30 PM (China time)

14:00 PM -22:30 PM (China time)

Job Responsibilities

• Dealing directly with clients' queries over chat system, email depending on how the query was initiated and is responsible to reply to the client within 24 hours.
• Resolving misunderstandings and handles "difficult" client in a polite and professional manner
• Directing unresolved issues to designated people and/or departments; communicating and coordinating with them and responds to clients requests accordingly
• Promoting the products and services offered by the company to the clients by means of chat system and e-mail
• Providing feedback on the development of the products and services offered by the company according to the interaction with clients
• Keeping up to date with promotions and products offered by the company
• Maintaining confidentiality and professionalism in all instances
• Completing service-related tasks as requested by the manager
• Reviewing clients' documents in the KYC system and replying to client emails related to account verification
• Requesting relevant documents from clients in case they are not provided
• Following and keeping up to date with new internal procedures
• Always act at the best interest of the company and cooperate within the team and with other departments to provide a high standard of customer service

Job Requirements

• Experience in customer care or any other relevant field
• Strong English and Chinese communication skills, both written and verbal are a must
• Strong customer care skills
• Excellent client handling skills
• Strong communication and interpersonal skills
• Excellent organizational skills
• Business acumen
• Teamwork and problem-solving skills
• Hard working and able to cope under pressure
• Excellent computer literacy
• Willingness to do morning, afternoon and night shifts on a weekly basis
• Valid work permit required

Employee Benefits & Perks

Compensation & Rewards

• Attractive Remuneration Package & Welcome package
• Discretionary Bonus based on both company and individual performance
• Referral Bonus for helping us grow with great talent

Learning & Development

• Yearly Training Budget (includes Udemy membership by department)
• Ongoing Training Opportunities for professional and personal development

Time Off & Leave

• Up to 25 Days of Holiday Leave per year
• Special Leave Days for personal reasons (additional leaves on special occasions such us birthdays, weddings, condolence)
• Public holidays as per Chinese Council
• Additional Summer Leave (June - August). During summer period June through August, Customer Experience Officer employees will receive 0.5 extra day off in June, July & August if will be with us fully these months and will be working shifts. 

Parental benefits

New Fathers

• 2 extra paid days off for the birth of your child on the day of birth and the day after.

Mothers

• May leave up to 2 hours early daily, if working a full 40-hour week and child is under 16.

Family Support

• Emergency leave for school pickups.
• Attend school activities up to 2 times/year (HR must receive official invite).

Please note that due to the high volumes of applications received only shortlisted applicants will be responded to.