Client Services Officer - Mandarin Speaker

The Pepperstone story started in 2010. We know what it’s like to trade the world’s 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’re digital, nimble, connected, and united in our vision to create a better way to trade.
We thrive on progress – for our clients and for ourselves. Our organisational culture is ever-evolving, vibrant, diverse, global and results focused. You’ll find our 350+ team currently across 9 locations and 6 time zones.
The Role
Our Client Services Officers perform an important role by providing direct support to our clients in the world of Forex, CFDs and related services. Working in our close-knit and proud team you'll make a tangible impact with our global clients every day by providing pre-and post-sales inbound support to clients via live chat, email, social media and phone.
To thrive in this role, you'll be curious and have a basic understanding of the Forex industry. You'll recognise the importance of providing amazing customer service and balancing compliance and regulatory requirements.
As our Client Services Officer - Mandarin Speaking, your key responsibilities include, but may not be limited to:

• Providing exceptional day-to-day customer support via live chat, email, and phone, in line with quality standards and KPIs
• Monitoring and responding to enquiries in an accurate and timely manner
• Recording and reporting on client feedback and client requests
• Keeping our Website Support Page and Knowledge Base current and relevant
• Maintaining the highest possible compliance and regulatory requirements
• Support continuous improvement efforts and update the internal knowledge base

About you:

• Proficiency in both Mandarin and English
• Experience in a customer service role and a passion for providing excellent customer service
• Attention to detail with the ability to maintain quality even in busy times
• Strong relationship building skills, both internally and externally
• Ability to use good judgement, act, and make decisions with integrity
• Desire and passion for continuous learning, improvement and innovation
• Ability to effectively collaborate and work as part of a team
• Ability to work in a fast-paced and ever-evolving environment where priorities can change quickly
• Experience in financial services and a basic understanding of and interest in trading, financial markets

Why you will enjoy working with us:

• Competitive salary structure including company bonus scheme
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option - work from anywhere for up to 6 weeks per year, in addition to hybrid working as standard
• Ongoing personal development & learning opportunities
• 15 weeks paid primary carers parental leave & 4 weeks paid secondary carers leave
• 3 paid volunteering days per year & Workplace Giving Program
• Frequent events and celebrations including a standard weekly social
• Beautifully renovated large office at Collins Square - 727 Collins Street, Melbourne
• Best in class end of trip facilities including bicycle parking, change rooms & showers
• A full stocked kitchen, onsite coffee machines with locally sourced coffee beans (this is Melbourne after all) and curated specialty teas

More About Pepperstone
We’re 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 and
We understand it’s important to do due diligence on a prospective employer, see what our team are saying on . We respect our team members’ 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.
“We are a 2023 Circle Back Initiative Employer – we respond to every applicant”.
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.