The Chinese Customer Support Associate provides timely, accurate and professional support to Chinese-speaking clients in Simplified and Traditional Chinese. The role supports clients with onboarding, account enquiries and service-related issues while working closely with the English Customer Support team and other departments.

Key Responsibilities

- Respond to clients through email, live chat and other approved channels.

- Provide clear and culturally appropriate support in Simplified or Traditional Chinese.

- Assist clients with onboarding, account opening, verification and account updates.

- Guide clients through platform, deposit, withdrawal and general account processes without providing financial or trading advice.

- Take ownership of client enquiries and work toward accurate and timely resolution.

- Handle complaints and sensitive matters professionally, escalating when required.

- Support KYC, AML/CTF and sanctions-related checks.

- Identify and report suspicious activity, unusual behavior and potential risk indicators.

- Maintain accurate client records, case notes and communication history.

- Translate and review support content between English and Chinese.

- Assist with maintaining Chinese/English SOPs, templates, FAQs and Knowledge Base articles.

- Use approved AI tools for drafting, translation, summarisation and knowledge retrieval.

- Review all AI-generated content for accuracy, tone and compliance before use.

- Report on outdated information, translation issues and recurring client concerns.

- Work with internal and external teams to resolve client matters and improve support processes.





Essential Skills and Experience

- Professional fluency in written Simplified Chinese is essential.

- Strong spoken Chinese communication skills and skilled working proficiency in English.

- Proficiency in written Traditional Chinese is highly desirable.

- Previous customer service or client support experience.

- Strong written communication and translation skills.

- Experience supporting clients through email, live chat or ticketing systems.

- Ability to manage complaints and sensitive enquiries professionally.

- Strong attention to detail, problem-solving skills and sound judgment.

- Ability to use AI tools responsibly and critically review their output.

- Ability to work independently, prioritize tasks and collaborate across teams.

- Understanding of confidentiality, data protection and accurate record-keeping.

Desirable Experience

- Experience in financial services, payments, FX/CFD, online trading or another regulated industry.

- Knowledge of trading platforms and common client account processes.

- Experience with client onboarding, KYC, AML/CTF or sanctions-related checks.

- Experience translating or maintaining multilingual support content.

Key Attributes

- Client-focused, patient and empathetic.

- Calm and professional under pressure.

- Accountable and willing to follow matters through to resolution.

- Culturally aware and able to work effectively across Chinese and English-speaking teams.

- Adaptable and comfortable learning new systems and AI tools.

- Proactive in identifying problems and suggesting improvements.

📌 Chinese Customer Support (Melbourne)
🏢 Titan FX
📍 Melbourne