Customer Experience Agent, Mandarin

This is a fully remote position, open to applicants in United States.

📋 Description

• Educate clients about OANDA's offerings and guide them on usage through live chat, phone, email, and digital channels.

• Provide troubleshooting support and address technical or procedural questions related to platform access, trading tools, and account processes.

• Keep up-to-date knowledge of OANDA's full range of products and services.

• Handle and resolve standard inquiries using CRM systems such as Salesforce.

• Ensure accurate record-keeping in ticketing systems to maintain a clear audit trail.

• Adhere to operational workflows and regulatory guidelines for compliance and risk management.

• Engage in operational briefings, training sessions, and knowledge transfer activities.

• Foster positive client relationships and deliver exceptional customer service.

⛳️ Requirements

• Prior experience in roles that involve direct client interaction.

• Practical knowledge of trading and financial instruments, including Forex, CFDs, Commodities, and Indices.

• Understanding of market mechanics, such as leverage, margin calls, order types, and spreads.

• Active business registration or the willingness to establish one to function as an independent contractor in the country of residence.

• Proficiency in English and native fluency in Mandarin.

• Availability to work Singapore business hours, generally from 8:00 AM to 5:00 PM.

• Strong communication skills coupled with a positive demeanor.

• Ability to utilize a personal device to access systems via Virtual Desktop Infrastructure (VDI).

• Experience with Salesforce and/or Zendesk is a plus.

• Openness to work weekends and holidays on a rotational basis is a plus.

🏝️ Benefits

• Fully remote work setup.

• Flexible working hours.

• Training and knowledge transfer opportunities.

• Chance to collaborate with a global team.

• Flexibility in rotational weekend and holiday coverage.