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.
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Report on outdated information, translation issues and recurring client concerns.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.
Essential Skills and Experience
Professional fluency in written Simplified Chinese is essential.
Strong spoken Chinese communication skills and professional working proficiency in English.
Proficiency in written Traditional Chinese is highly desirable.
Previous customer service or client support experience.
Strong written communication and translation skills.
Experience supporting clients through email, live chat or ticketing systems.
Ability to manage complaints and sensitive enquiries professionally.
Strong attention to detail, problem-solving skills and sound judgment.
Ability to use AI tools responsibly and critically review their output.
Ability to work independently, prioritize tasks and collaborate across teams.
Understanding of confidentiality, data protection and accurate record-keeping.
Desirable Experience
Experience in financial services, payments, FX/CFD, online trading or another regulated industry.
Knowledge of trading platforms and common client account processes.
Experience with client onboarding, KYC, AML/CTF or sanctions-related checks.
Experience translating or maintaining multilingual support content.
Key Attributes
Client-focused, patient and empathetic.
Calm and professional under pressure.
Accountable and willing to follow matters through to resolution.
Culturally aware and able to work effectively across Chinese and English-speaking teams.
Adaptable and comfortable learning new systems and AI tools.
Proactive in identifying problems and suggesting improvements.
