Customer Support Representative - Bilingual Mandarin

Eightcap is a dynamic online trading provider focused on delivering great trading tools and professional trading insight to enable smarter trading. With a commitment to excellence and a passion for delivering trading technology directly to clients and via our network of strategic partners, we blend the agility of a fintech innovator with the trust and stability of a regulated financial institution. Our mission is to empower clients to succeed in the markets through seamless, secure, and intuitive trading experiences. With a fast-paced, collaborative, and innovative culture, Eightcap continues to evolve as a leader in the online trading space.

The company is headquartered in Melbourne, Australia, with support offices in the UK, Cyprus, Bulgaria, Seychelles and the Bahamas.

Recently recognised as Broker of the Year 2024 and Best Partner and Affiliate Program 2025 at the Global Forex Awards, we pride ourselves on innovation, outstanding customer service, and unwavering integrity in everything we do.

The Customer Support Specialist is responsible for communicating with both new and existing clients, onboarding new clients, maintaining client accounts, and ensuring ongoing customer satisfaction through exceptional service. This role plays a critical part in maintaining strong and reputable relationships with our clients, ensuring they continue to receive the best possible service and experience.

Key Responsibilities:

• Provide high-quality support to existing clients, addressing inquiries via phone, email, and live chat.
• Resolve customer issues promptly, ensuring accurate and clear communication throughout the process.
• Assist in managing and resolving escalated client concerns, ensuring a swift resolution.
• Accurately document client interactions and update records in CRM systems.
• Collaborate with other internal teams (Sales, Finance, Marketing, etc.) to ensure the best possible client outcomes.
• Develop and maintain positive relationships with clients, fostering loyalty and trust.
• Maintain up-to-date knowledge of Eightcap's products, services, and policies to effectively communicate with clients.
• Oversee and process new account applications and client onboarding procedures, including lead assignment and additional account requests.
• Proactively identify opportunities to enhance customer experience and satisfaction.
• Flexibility Clause: Priority may changes agile with business need

Essential:

• Native speaker of Mandarin Chinese.
• Diploma or equivalent experience in the field.
• Proven experience working in a professional team environment.
• Ability to work with individuals from multi-cultural backgrounds.
• Computer literacy and above-average data entry skills.
• Attention to detail, strong ability to work as part of a team, but also independently as required.
• Previous administration experience supporting a large sales team or shared service department.
• An understanding or interest in trading, FX, or general finance.
• Ability to think analytically and troubleshoot day-to-day issues.
• Willingness to work in a fast-paced environment with a Can-Do attitude.
• The ability to effectively manage and prioritize multiple responsibilities in a fast-paced and dynamic business environment.
• Ability to work on public holidays if required.

Desired:

• RG146 qualified.
• Specific Industry Experience: Prior experience in customer support within the forex or financial industry.
• Academic Background: A degree in Business, Finance, or a related field.
• Industry Knowledge: Knowledge of the forex industry.
• Proficiency in Cantonese.

Why Eightcap?

• Ongoing investment in your career development 
• Wellness and lifestyle perks like monthly corporate massages
• Parental leave 
• Staff referral bonus program
• Employee-purchased leave 
• Annual flu vaccinations
• Complimentary fruit
• Multicultural environment
• A dynamic and collaborative team culture
• Great CBD location with easy access to public transport
• Regular social activities

Are you interested in this opportunity but don’t meet every requirement? Eightcap endeavours to create an inclusive and diverse workforce by offering an opportunity for the right people and so we encourage you to apply.

We respectfully ask that no recruiters contact anyone at Eightcap regarding this role.