Mandarin-speaking Customer Service Representative

About the role

Mitrade, an award‑winning global CFD and forex broker, is seeking a Mandarin‑speaking Customer Service Representative to join its Hong Kong team. The role involves responding to client inquiries across multiple channels and providing high‑quality support in a 24/7 environment.

Key responsibilities

• Deliver exceptional customer service across web chat, phone, email and social media channels.
• Take initiative to resolve queries by identifying issues, providing timely solutions and following through to completion.
• Probe and understand customers’ needs, going above and beyond to ensure a superior experience.
• Collaborate with internal stakeholders and cross‑functional teams to resolve issues efficiently.
• Perform outbound calls to support customers, strengthen engagement and identify improvement opportunities.
• Continuously develop knowledge of financial markets, CFD industry and Mitrade’s products to provide accurate, value‑added support.

Required profile

• Based in Hong Kong with at least 2 years of customer service experience, preferably in CFD, fintech or financial services.
• Willingness to work a rotating 5‑day roster covering weekends, public holidays, mornings and nights.
• Excellent verbal and written communication skills in English and Mandarin.
• Strong eagerness to learn about foreign exchange, global indices, commodities and cryptocurrencies.
• Team‑oriented mindset, able to share insights and feedback with colleagues.
• Open‑minded, adaptable and committed to continuous learning and professional growth.
• Willingness to participate in projects aimed at improving customer experience and operational efficiency.

What we offer

• Competitive compensation package.
• Career growth and personal development within a global organization.
• Flat organisational structure that values collaboration and transparency.
• Dynamic, multicultural team environment.
• Medical insurance and birthday leave.
• Shift allowance.
• Education subsidy and study leave.
• Fitness membership allowance.