Customer Retention Officer (Chinese)

About the role

FxPro is seeking a native Chinese speaker to join its client‑facing team as a Customer Retention Officer. Working from its Cyprus office, you will provide high‑quality support through live chat, email and phone, helping clients resolve issues and ensuring a smooth, compliant experience.

Key responsibilities

• Deliver proactive support to clients via live chat, email and phone, maintaining a customer‑centric approach.
• Resolve inquiries and complaints efficiently, following up on pending matters to achieve timely resolutions.
• Perform daily operational tasks such as KYC verification, transaction processing and account monitoring.
• Ensure all activities comply with company policies, regulatory requirements and internal procedures.
• Collaborate with cross‑functional teams to provide a seamless client experience and address complex issues.
• Escalate unresolved or critical matters to senior management when necessary.
• Provide feedback and suggestions to improve operational processes and client satisfaction.

Required profile

• University degree or equivalent professional experience.
• Native Chinese speaker with fluent written and spoken English.
• Fast and accurate typing skills in both languages.
• Strong communication, problem‑solving and multitasking abilities.
• Detail‑oriented, proactive and customer‑first mindset.
• Willingness to work a flexible 24/5 shift schedule, including occasional overnight shifts.

Required skills

• Basic computer literacy and ability to learn internal systems quickly.

What we offer

• Competitive compensation package.
• Medical insurance and provident fund.
• In‑house gym with personal trainer.
• Free daily lunch catering, snacks and beverages.
• Company discount card for various products and services.
• 21 days of annual leave plus 10 days of sick leave.
• Shuttle bus service from Limassol and work‑permit support.