Customer Support Representative Job at Eightcap (Melbourne)

Customer Support Representative

Eightcap

Location:
Australia , Melbourne

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Eightcap is a dynamic online trading provider focused on delivering great trading tools and professional trading insight to enable smarter trading. With a commitment to excellence and a passion for delivering trading technology directly to clients and via our network of strategic partners, we blend the agility of a fintech innovator with the trust and stability of a regulated financial institution. Our mission is to empower clients to succeed in the markets through seamless, secure, and intuitive trading experiences. With a fast-paced, collaborative, and innovative culture, Eightcap continues to evolve as a leader in the online trading space. The Customer Support Specialist is responsible for communicating with both new and existing clients, onboarding new clients, maintaining client accounts, and ensuring ongoing customer satisfaction through exceptional service. This role plays a critical part in maintaining strong and reputable relationships with our clients, ensuring they continue to receive the best possible service and experience.

Job Responsibility:

Provide high-quality support to existing clients, addressing inquiries via phone, email, and live chat
Resolve customer issues promptly, ensuring accurate and clear communication throughout the process
Assist in managing and resolving escalated client concerns, ensuring a swift resolution
Accurately document client interactions and update records in CRM systems
Collaborate with other internal teams (Sales, Finance, Marketing, etc.) to ensure the best possible client outcomes
Develop and maintain positive relationships with clients, fostering loyalty and trust
Maintain up-to-date knowledge of Eightcap's products, services, and policies to effectively communicate with clients
Oversee and process new account applications and client onboarding procedures, including lead assignment and additional account requests
Proactively identify opportunities to enhance customer experience and satisfaction
Flexibility Clause: Priority may changes agile with business need

Requirements:

Native speaker of Mandarin Chinese
Diploma or equivalent experience in the field
Proven experience working in a professional team environment
Ability to work with individuals from multi-cultural backgrounds
Computer literacy and above-average data entry skills
Attention to detail, strong ability to work as part of a team, but also independently as required
Previous administration experience supporting a large sales team or shared service department
An understanding or interest in trading, FX, or general finance
Ability to think analytically and troubleshoot day-to-day issues
Willingness to work in a fast-paced environment with a Can-Do attitude
The ability to effectively manage and prioritize multiple responsibilities in a fast-paced and dynamic business environment
Ability to work on public holidays if required

Nice to have:

RG146 qualified
Specific Industry Experience: Prior experience in customer support within the forex or financial industry
Academic Background: A degree in Business, Finance, or a related field
Industry Knowledge: Knowledge of the forex industry
Proficiency in Cantonese

What we offer:

Ongoing investment in your career development
Wellness and lifestyle perks like monthly corporate massages
Parental leave
Staff referral bonus program
Employee-purchased leave
Annual flu vaccinations
Complimentary fruit
Multicultural environment
A dynamic and collaborative team culture
Great CBD location with easy access to public transport
Regular social activities

Additional Information:

Job Posted:
January 26, 2026

Employment Type:

Fulltime

Work Type:

On-site work

Eightcap - All Job Offers

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