Administrative & Customer Service Coordinator

About Mitrade

Mitrade is a globally recognized Contract for Difference (CFD) and forex broker, regulated by multiple authorities including ASIC (Australia), CySec (Cyprus), CIMA (Cayman Islands), FSC (Mauritius), FSCA (South Africa), and SCA (UAE). Founded in Melbourne, Australia, Mitrade operates worldwide offering a sophisticated, proprietary digital trading platform that integrates market data, news, analytics, and trading plus risk management tools for investors. Serving over five million clients, the platform is accessible via mobile (iOS and Android), desktop, and web interfaces.

Role Overview

This position involves responding promptly to client inquiries across multiple communication channels, processing account applications while adhering to regulatory standards, and working various shifts to provide comprehensive support to a global customer base.

Primary Responsibilities

• Guide clients through account setup, verification, and deposit procedures.
• Deliver exceptional customer service via web chat (primary), phone, email, and social media.
• Proactively resolve client issues by identifying and implementing effective solutions swiftly.
• Understand client needs deeply to uncover business opportunities and enhance customer experiences beyond routine service.
• Coordinate actively with different departments to facilitate prompt query resolution.
• Continuously update knowledge about financial markets, CFD industry trends, and Mitrade’s platform features.
• Collaborate with customer service team members to manage workforce scheduling, handle query volumes, and incorporate client feedback.

Qualifications and Requirements

• Fluent proficiency in both English and Mandarin is mandatory.
• Demonstrated experience managing customer communications and interactions in a fintech or finance sector.
• Passionate about delivering excellent customer service with adept problem-solving capabilities.
• High levels of integrity and professional conduct expected.
• Open, cooperative personality committed to working effectively within a team.
• Dedicated to long-term career development and ongoing professional learning.
• Solid skills in MS Office; familiarity with CRM software is advantageous.
• Knowledge of local payment channels is a beneficial asset.
• Flexibility to work a five-day workweek including public holidays and shifts.