FXGT is a leading online trading platform offering forex, CFDs, and crypto trading with advanced technology and competitive conditions. We provide a dynamic and innovative environment for professionals looking to grow in the financial markets industry.
We are looking to hire a Customer Experience Officer to join our successful and dynamic team. If you enjoy working in a fast-paced environment and being a member of a goal-oriented team, then you are fit for the role!
The Customer Experience Officer is required to work on weekends either morning or afternoon shift (one of the two days), approximately 3 weekends on a monthly basis, and according to the specific needs of each department.
- Morning shift: 07:30 AM- 16:00 PM
- Evening shift: 14:30 PM - 23:00 AM
- Night shift weekend (Saturday and Sunday) : 23:00 PM - 07:00 AM (On rotation with the rest of the team)
Job Responsibilities
- Dealing directly with clients’ queries over chat system, email depending on how the query was initiated and is responsible to reply to the client within 24 hours.
- Resolving misunderstandings and handles “difficult” client in a polite and professional manner
- Directing unresolved issues to designated people and/or departments; communicating and coordinating with them and responds to clients requests accordingly
- Promoting the products and services offered by the company to the clients by means of chat system and e-mail
- Providing feedback on the development of the products and services offered by the company according to the interaction with clients
- Keeping up to date with promotions and products offered by the company
- Maintaining confidentiality and professionalism in all instances
- Completing service-related tasks as requested by the manager
- Reviewing clients’ documents in the KYC system and replying to client emails related to account verification
- Requesting relevant documents from clients in case they are not provided
- Following and keeping up to date with new internal procedures
- Always act at the best interest of the company and cooperate within the team and with other departments to provide a high standard of customer service
Job Requirements
- Experience in customer care or any other relevant field
- Strong English and Chinese communication skills, both written and verbal are a must
- Strong customer care skills
- Excellent client handling skills
- Strong communication and interpersonal skills
- Excellent organizational skills
- Business acumen
- Teamwork and problem-solving skills
- Hard working and able to cope under pressure
- Excellent computer literacy
- Willingness to do morning, afternoon and night shifts on a weekly basis
- Valid work permit required
Employee Benefits & Perks
Compensation & Rewards
- Attractive Remuneration Package & Welcome package
- Discretionary Bonus based on both company and individual performance
- Referral Bonus for helping us grow with great talent
Daily Comforts
- Friday Team Lunches
- Daily Snacks & Beverages available in the office
- Monthly Journey Card valid for connections with OASA's public
Learning & Development
- Yearly Training Budget (includes Udemy membership by department)
- Ongoing Training Opportunities for professional and personal development
Time Off & Leave
- Up to 25 Days of Holiday Leave per year
- Special Leave Days for personal reasons (additional leaves on special occasions such us birthdays, weddings, condolence)
- Parental Benefits supporting new fathers, mothers, and families
Work-Life Balance
- Flexible Working Hours (between 08:00 and 18:00)
- Summer Hours (leave 2 hours early on Fridays!)
- Public Transport (27€ per month)
- Fixed-shift departments will retain their standard hours and existing flexibility
- Wellbeing initiatives and social club communities to support employees' ongoing needs, foster connection, and promote a positive workplace culture.
Parental benefits
New Fathers
- 2 extra paid days off for the birth of your child on the day of birth and the day after.
Mothers
- May leave up to 2 hours early daily, if working a full 40-hour week and child is under 16.
Family Support
- Emergency leave for school pickups.
- Attend school activities up to 2 times/year (HR must receive official invite).
Please note that due to the high volumes of applications received only shortlisted applicants will be responded to.