Customer Support Specialist

GTCFX - We are seeking a highly skilled and experienced Customer Support Specialist fluent in English /chinese and any other additional language will be an added advantage to join our dynamic team. The ideal candidate will have a solid background in the forex industry, with a proven track record of providing exceptional customer support services. With a focus on delivering top-notch assistance to our clients, this role involves handling client inquiries, chats, and performing Level 0 trade investigations. Additionally, the candidate should have experience collaborating with various internal teams and a strong understanding of regulatory compliance. If you have 2-3 years of experience in the forex sector we invite you to apply for this exciting opportunity.

Key Responsibilities:

• Provide exemplary customer support to our clients via multiple channels, including email, chat, and phone
• Handle and resolve client inquiries, requests, and issues promptly and professionally, maintaining a high level of customer satisfaction.
• Conduct Level 0 trade investigations, assisting clients with trade-related queries and ensuring swift resolution.
• Collaborate closely with trading, middle office, onboarding, and settlements teams to escalate and resolve complex client issues efficiently.
• Maintain a comprehensive understanding of the forex market and trading platforms to address client queries accurately.
• Contribute to the development and enhancement of customer support processes and procedures to improve efficiency and effectiveness.
• Provide feedback to internal teams based on client interactions to help identify areas for improvement.
• Adapt to flexible working hours to accommodate global market hours and client needs.
• Display exceptional communication skills and a positive attitude while engaging with clients and internal teams.
• • Keep up-to-date with industry trends, updates, and changes to stay informed about the evolving forex landscape.
• Ensure compliance with regulatory requirements, knowledge of ASIC, FCA, CySEC, regulations will be an added advantage
• Qualifications and Experience:
• Bachelor's degree in Finance, Business, or a related field.
• 2-3 years of customer support experience within the forex industry is essential.•
• Previous experience working with ASIC, FCA, CySEC, or DFSA regulations is a significant advantage.
• Solid experience in handling client inquiries, chats, and resolving issues effectively.
• Familiarity with MT4 / MT5 trading platforms, market concepts, and trade execution processes.
• Strong organizational skills, attention to detail, and the ability to multitask in a fast-paced environment.
• Excellent communication skills with the ability to explain complex concepts to clients in a clear and concise manner.
• Demonstrated ability to work collaboratively with cross-functional teams to resolve client issues.
• Flexible approach to working hours to accommodate international market times.
• Positive attitude, resilience, and a proactive problem-solving mindset.
• Proficiency in MS Office applications and customer support software.
• Strong commitment to compliance, confidentiality, and ethical conduct.
• Benefits:•
• Competitive compensation package.
• Opportunity to work in a dynamic and fast-growing forex company.
• Exposure to a diverse and international client base.
• Collaborative and inclusive work environment.
• Opportunities for professional growth and development.

If you are a motivated and skilled Customer Support Specialist with a passion for the forex industry and the ability to provide exceptional service. we encourage you to apply for this role. Join our team and contribute to our commitment to delivering outstanding support to our valued clients.