Customer Service Representative

As a Customer Service Representative at Exinity, your responsibilities include assisting clients through live support, managing client accounts, resolving technical issues, and handling back-office queries. You'll also liaise with various departments to ensure swift resolution of complaints and maintain impeccable client records.

To qualify for the Customer Service Representative role at Exinity, you must be fluent in English and Mandarin, possess strong communication skills, and ideally have experience in a similar position. Familiarity with the financial market and proficiency in MS Office applications will be advantageous.

Exinity takes pride in its hybrid working policy which allows Customer Service Representatives flexibility between working in the office and from home. This policy promotes a healthy work-life balance while ensuring you are equipped to meet customer needs effectively.

At Exinity, a strong command of computer skills is essential for the Customer Service Representative role. Proficiency in troubleshooting and providing support on various platforms is also needed. Knowledge of financial markets is an added bonus that can help enhance your effectiveness in addressing client inquiries.

Customer Service Representatives at Exinity enjoy a competitive salary, performance-related bonuses, paid sick leave, interest-free loans, personal development resources, and a focus on well-being. Additionally, there are flexible benefits designed to support your lifestyle.

When answering this question, highlight your previous roles in customer service, particularly in the finance sector. Share specific examples of how you've assisted clients with their inquiries, resolved complaints, and your familiarity with financial products or platforms.

Focus on your conflict resolution skills. Explain how you stay calm under pressure, actively listen to the client’s concerns, and reassure them that you’ll work to find a solution. Provide an example of a challenging situation you've managed successfully.

Discuss your organizational skills and prioritization methods. Mention tools or techniques you use to track inquiries and ensure timely responses, showing that you can handle a fast-paced work environment.

Share specific resources you utilize, such as financial news websites, industry reports, or training sessions. Emphasize your commitment to continuous learning and staying informed to provide the best support to clients.

Use the STAR method (Situation, Task, Action, Result) to illustrate your problem-solving experience. Describe the context, what actions you took to remedy the situation, and the positive outcome that ensued.

Highlight the importance of active listening, empathy, and clarity in communication. Explain how these skills help to understand client needs and effectively relay information.

Express your enthusiasm for Exinity’s mission and its innovative approach to trading. Share how your skills align with the role and your eagerness to contribute to a company that values empowerment and client success.

Talk about methods you use to maintain enthusiasm, such as setting personal goals within repetitive tasks, or finding ways to improve efficiency, thereby making even mundane tasks feel rewarding.

List specific software or tools you've used, particularly those related to customer service or the financial sector, such as CRM systems. Explain how these tools help you perform your job more effectively.

Discuss your collaborative and supportive training style. For instance, outline how you would orient new staff to systems, encourage questions, and provide resources so they feel welcomed and informed.