Melbourne
3 days ago
Chinese Customer Support
Titan FX
Melbourne
3 days ago
Chinese Customer Support
The Chinese Customer Support Associate provides timely, accurate and professional support to Chinese-speaking clients in Simplified and Traditional Chinese. The role supports clients with onboarding, account enquiries and service-related issues while working closely with the English Customer Support team and other departments.
AI-enabledOn-siteOtherEntry LevelSimplified ChineseTraditional Chinese
Chinese Customer Support
The Chinese Customer Support Associate provides timely, accurate and professional support to Chinese-speaking clients in Simplified and Traditional Chinese. The role supports clients with onboarding, account enquiries and service-related issues while working closely with the English Customer Support team and other departments.
AI-enabledOn-siteOtherEntry LevelSimplified Chinese
Salary
Not specified
Core Qualifications
Technical (Must-have)
Simplified ChineseTraditional ChineseEnglishCustomer ServiceEmail SupportLive ChatTicketing SystemsTranslationKYCAML/CTFSanctionsAI ToolsRecord KeepingProblem SolvingAttention to Detail
Soft Skills
CommunicationEmpathyPatienceProfessionalismAdaptabilityProactiveCollaborationAccountabilityCultural Awareness
Preferred Qualifications
Technical (Nice-to-have)
Financial ServicesPaymentsFX/CFDOnline TradingTrading PlatformsClient Onboarding
Key Responsibilities
- Respond to clients through email, live chat and other approved channels.
- Provide clear and culturally appropriate support in Simplified or Traditional Chinese.
- Assist clients with onboarding, account opening, verification and account updates.
- Guide clients through platform, deposit, withdrawal and general account processes without providing financial or trading advice.
- Take ownership of client enquiries and work toward accurate and timely resolution.
- Handle complaints and sensitive matters professionally, escalating when required.
- Support KYC, AML/CTF and sanctions-related checks.
- Identify and report suspicious activity, unusual behavior and potential risk indicators.
- Maintain accurate client records, case notes and communication history.
- Translate and review support content between English and Chinese.
- Assist with maintaining Chinese/English SOPs, templates, FAQs and Knowledge Base articles.
- Use approved AI tools for drafting, translation, summarisation and knowledge retrieval.
- Review all AI-generated content for accuracy, tone and compliance before use.
- Report on outdated information, translation issues and recurring client concerns.
- Work with internal and external teams to resolve client matters and improve support processes.
Customer SupportChineseFinancial ServicesOn-siteMelbourneKYCAMLTranslationAI Tools