Job Description

The Pepperstone story started in 2010. We know what it\xe2\x80\x99s like to trade the world\xe2\x80\x99s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we\xe2\x80\x99re digital, nimble, connected, and united in our vision to create a better way to trade.We thrive on progress \xe2\x80\x93 for our clients and for ourselves. Our organizational culture is ever-evolving, vibrant, diverse, global, and results-focused. You\xe2\x80\x99ll find our 350+ team currently across 9 locations and time zones.The RoleYou, as our Client Services Officer, play a crucial role in ensuring our clients have outstanding experiences, offering support through live chat, email, social media, and phone interactions both before and after-sales. You will be reporting to the Senior Client Experience Officer and collaborating closely with your colleagues in the Client Experience team. In this role, you\'ll be monitoring trading conditions, resolving client issues, and compiling reports on client feedback and requests. Your responsibility includes delivering excellent customer service while upholding the company\'s highest compliance and regulatory standards.As our Client Services Officer, your key responsibilities include, but not limited to:

• Being a client champion by delivering outstanding day-to-day customer support through live chat, email, and phone, aligning with quality standards and KPIs.
• Monitoring and promptly responding to the primary client services inbox and other channels to ensure accurate and timely client responses.
• Recording and organizing client issues and requests to offer actionable insights to management.
• Keeping our Website Support Page and Knowledge Base current and relevant.
• Enhancing and refining client communication channels and methods.
• Elevating Conversion and Retention ratios for clients engaging with the Client Services team.

About you

• Proficiency in English and Cantonese or Mandarin or Mongolian is a must-have
• Proven experience in a similar role, showcasing expertise and familiarity with the responsibilities involved.
• Strong dedication to customer satisfaction, possessing the ability to connect with and comprehend the needs of our clients, coupled with a genuine passion for delivering exceptional customer service.
• Demonstrated proficiency in effective written and verbal communication.
• Meticulous attention to detail, ensuring quality is maintained even in high-pressure situations.
• Exceptional relationship-building skills, fostering connections both within the team and externally.
• Sound judgment and the ability to make decisions with integrity.
• Enthusiasm and eagerness for continuous learning, improvement, and innovation.
• Adept at collaborating and working seamlessly as part of a team.
• Comfort and effectiveness in a fast-paced and dynamic environment, where priorities may shift rapidly.
• Proficiency in utilizing various technologies, including Microsoft applications, Google Drive, Gmail, Slack, MT4, and MT5.

Why you will enjoy working with us

• Competitive salary structure including company bonus scheme
• Genuinely collaborative and friendly culture
• Flexible and hybrid working- 3 days from office
• Remote working option - work from anywhere for up to 6 weeks per year
• Ongoing personal development & learning opportunities
• 3 paid volunteering days per year & Workplace Giving Program
• Periodic recognition and reward programs for outstanding performance and achievements
• Frequent events and celebrations
• Employee Assistance Program & Wellbeing Initiatives

More about PepperstoneWe\xe2\x80\x99re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit andWe understand it\xe2\x80\x99s important to do due diligence on a prospective employer, and see what our team is saying on . We respect our team members\xe2\x80\x99 experiences and will never pay to remove a negative review.Pepperstone is an equal-opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.\xe2\x80\x9cWe are a 2023 Circle Back Initiative Employer \xe2\x80\x93 we respond to every applicant\xe2\x80\x9d.We will be reviewing applications as they come through, so if this is an opportunity that excites you, don\'t wait. Express your interest by clicking the apply button below as soon as possible.Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.#Li-Hybrid

Pepperstone