Customer Service Team Manager I FX & CFDs I China Market

Overview
Our client isseeking an experienced and motivated Customer Service Team Managerto 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 Chinese-speaking 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 cross-functional 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 Chinese-speaking customers.
• Strong knowledge of Forex and CFDs products, platforms, and trading processes.
• Proven ability to manage and motivate teams to achieve high performance.
• Excellent problem-solving and decision-making skills with a client-centric approach.
• Strong organizational and time-management 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.