Shanghai, China

About the Office

Our office is centrally located in the hub
of the city’s Luwan business district. Its
location on the edge of beautiful Taipingqiao
Lake brings a natural calm to meld with the
bustling atmosphere of downtown Shanghai.

Open Positions

Job Description:

• Providing day-to-day inbound and outbound operational and business support to customers as well as ongoing product support
• You will be responsible for daily processing of work associated with your department including account transfers, new account set-up, maintenance and more
• Responding and resolving client inquiries via ticket, telephone, email and live chat in a timely fashion
• Customer education on product and program enhancements
• Entering issues for Development to further investigate
• Closing cases and following up with customers on resolution
• Maintaining client relationships with ongoing communication focused on customer satisfaction and retention with consistent high-quality customer service
• Facilitating information flow to all relevant parties
• Understanding wide scale service issues at a detailed, technical level and making recommendations for process improvement
• You will build relationships across multiple functions and act as a liaison between customers and internal service providers
• Hours: 9:00 – 18:00, 5 days a week, additional hours may be required as needed

Job Requirements:

• At least two years of customer service experience with demonstrated passion for providing client-centric solutions
• Demonstrated experience delivering excellent problem resolution, organizational and follow-up skills
• Excellent level of English and native level Mandarin
• Exceptional verbal and written communication skills to influence and educate as well as proven presentation skills
• Thorough knowledge of FX trading/brokerage/financial services industry
• Tech savvy
• Positive attitude, enthusiasm, professionalism and strong work ethic, a sense of ownership of projects and seeing them through to completion