Overview
Our client is seeking an experienced and motivated Customer Service Team Manager to join its dynamic team in the Forex and CFDs industry. The ideal candidate will possess a strong background in customer service leadership particularly within the FX & CFDs sector and demonstrate exceptional communication skills in Chinese to support our Chinesespeaking clientele.
What will you do:
- Lead manage and inspire the customer service team to deliver exceptional service and exceed client expectations.
- Serve as the primary escalation point for complex customer inquiries and complaints ensuring timely and effective resolution.
- Monitor and evaluate team performance against key performance indicators (KPIs) and implement improvement strategies as needed.
- Develop and execute training programs to enhance team knowledge of Forex CFDs and customer service best practices.
- Collaborate with crossfunctional departments (sales compliance IT) to address client needs and improve customer experience.
- Analyze customer feedback and provide actionable insights to improve processes and services.
- Ensure compliance with industry regulations and company policies during all customer interactions.
Who are we looking for:
- Minimum of 2 years of leadership experience in customer service specifically within the Forex and CFDs industry.
- Proficiency in Mandarin (spoken written and reading) is mandatory to effectively handle Chinesespeaking customers.
- Strong knowledge of Forex and CFDs products platforms and trading processes.
- Proven ability to manage and motivate teams to achieve high performance.
- Excellent problemsolving and decisionmaking skills with a clientcentric approach.
- Strong organizational and timemanagement skills to handle multiple tasks and deadlines.
- Familiarity with customer service software CRM systems and trading platforms.
Preferred Qualifications
- Experience working with Chinese markets and clients.
- Additional language skills in English or other languages are a plus.
- Certification in leadership management or customer service.