Customer Service Team Manager I FX & CFDs I China Market

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 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.