Customer Services & Retention Associate Night/day Shift Mandarin, Malay or both

GRS Recruitment

Job Description

Our client is a global business, based in London with almost two decades of experience in online Trading. With a multi-asset class platform, industry spreads and world-class market analysts, the company has grown to become the financial trading provider of choice for serious traders.

They are looking to hire a Customer Services & Retention Associate Night/day Shift. The successful candidate should be fluent in Mandarin, Malay or both.

Reference #: GC002412

Job Responsibilities

  • Trade dispute resolution, retention and complaint management.
  • Supporting our various technical and mobile platforms, as well as generally assisting with any client queries that arise.
  • Front-end payment support and assistance with queries.
  • Processing deposits and account opening during office closed hours.
  • Once fully competent in all aspects of client support, more responsibility will be given for executing trades.
  • Customer retention and feedback.
  • In the longer term, the successful candidate may be given exposure to direct client management.
  • 24 hours of multilingual services.
  • Adviser and consultant to the On-Boarding Manager.
  • Ensure departmental policies and procedures are adhered to.
  • To open new customer accounts and maintain existing records in line with policies and procedures for the Spread Betting, CFD and Forex
  • Act on behalf of the On-Boarding & AML Manager in his / her absence.
  • Opening accounts in accordance with Company policy and procedure.
  • Providing white label specific support on account opening.
  • Depositing all bank transfers to the company.
  • Investigate any deposits issues.
  • Following Anti-Money Laundering policy and procedure.
  • Ensuring effective delivery of the service, meeting SLA standards.
  • Reviewing, approving and opening spread betting, CFD and Forex accounts including assessing client suitability.
  • Preparation, maintenance, filing and scanning of customer documentation, ensuring it meets regulatory requirements.
  • Processing faxes, post and phone enquiries relating to account Applications.
  • Screening clients for sanctions, PEP and adverse media.
  • Generation of letters for new and prospective clients.
  • Reporting any suspicious deposits, withdrawal or activities to the Compliance department, customer services & retention supervisor, senior customer services and retention associates and to Global Head of customer services and retention.


  • Educated to degree level.
  • Fluent in English (verbal and written).
  • Fluent in Mandarin or Malay, (verbal and written).
  • Excellent interpersonal and communication skills.
  • High level of numeracy.
  • A keen, demonstrable interest in – and understanding of – financial.
  • Six months’ experience working in a client-facing, administrative role (which could have been gained either through a “gap year” or as part of a student part-time role).
  • Minimum of 3 months’ experience in customer services and retention.
  • High level of accuracy and attention to detail.
  • Minimum 6 months experience using CRM, Chat, phone and social media.
  • Works well under pressure.
  • Self-motivated and able to work at a consistently high standard.
  • Able to be proactive when necessary.
  • A logical and analytical approach.
  • Very well organized with good time management skills.
  • Computer literate in Microsoft Office.

Desirable Criteria

  • Three Bs at A-level.
  • Experience working within a financial environment.
  • Show interest in trading
  • All inbound calls answered
  • Retention
  • All emails answered
  • Schedule adherence
  • First call resolution
  • Customer score surveys and scores

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