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As a Chinese Customer Retention Officer, you will deliver high-quality support to FxPro's clients via live chat, email, and phone, while handling daily operational tasks and ensuring a seamless, compliant client experience. The role operates on a 24/5 shift schedule, with the majority of shifts between 08:00-24:00 CY time; occasional overnight shifts (00:00-08:00) may be required due to business needs, holidays, or staffing arrangements.
 

Responsibilities

• Deliver proactive, high-quality support to clients via live chat, email, and phone while maintaining a strong customer-centric approach
• Resolve client inquiries and complaints efficiently and follow up on pending issues to ensure timely and effective resolutions
• Handle daily operational tasks, including KYC verification, transaction processing, and account monitoring
• Ensure all activities are performed in full compliance with company policies, regulatory requirements, and internal procedures
• Collaborate with cross-functional teams to deliver a seamless client experience and resolve complex issues
• Identify and escalate unresolved or critical matters to senior management as required
• Provide feedback and suggestions to enhance operational processes and improve overall client satisfaction
   

Requirements

• University degree or relevant working experience
• Fast and accurate typing skills in both Chinese and English
• Basic computer literacy and ability to learn internal systems quickly
• Strong communication, problem-solving, and multitasking skills
• Detail-oriented with a proactive, customer-first mindset
• Ability to work a flexible shift schedule
• Native Chinese speaker, fluent in English (verbal and written)

Our benefits

• Excellent compensation package
• Medical insurance
• Provident fund
• In-house gym with a personal trainer
• Free daily lunch catering, snacks, and beverages
• Company discount card for various products & services
• 21 days of annual leave and 10 days of sick leave annually
• Shuttle bus service from Limassol
• Birthday gift
• Work permit support