Customer Retention Officer

Join FxPro: a leading international fintech company. Be a part of our expanding international team, with offices in Limassol, London, Nassau, Dubai, and Yerevan. FxPro boasts a diverse workforce of over 600 employees representing 50 nationalities, making it an exciting and dynamic workplace. At FxPro, we see each team member as an integral part of our success story.

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)

Interview steps

1. Recruiter screen (~30 minutes)
2. Technical Interview (~1 hour)
3. Final Interview (Test) (~1 hour)

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