[Remote] Remote-Bilingual Client Support Associate- Chinese(Overnight Shift 12am-9am)(Mon, Thur, Fri- Sun)

Note: The job is a remote job and is open to candidates in USA. Firstrade Securities Inc. is a leading online brokerage firm located in Queens, NY. We are seeking a self-motivated Client Support Associate to join our Customer Service Department, responsible for assisting customers with Firstrade investment services and ensuring exceptional customer service. The role includes daily interactions with customers through various communication channels to resolve inquiries and provide solutions.

Responsibilities

• Daily interaction with customers by responding to inbound email and phone calls regarding investment information and services as needed
• Provides exceptional customer service by meeting all customer demands as they relate to relatively straightforward inquiries, with the support of more experienced personnel
• Assesses customer information and provides appropriate product and service solutions
• Maintains strong product knowledge
• Able to take ownership of customer issues and resolves problems independently, escalate difficult issues to supervisors when appropriate
• Performs a broad range of tasks of varying complexity and scope to meet the demands of business needs

Skills

• Proficient in Chinese (Writing, Reading and Typing)
• Be able to read and type in English
• Ability to read attentively and to use information provided by customers to tailor responses and actions to meet the customers' specific needs
• Ability to manage and de-escalate difficult and complicated problems
• Ability to work in a fast-paced environment and follow-up multiple tasks/details with accuracy and timeliness
• Associate degree preferred
• Ideal candidate has previous chat and/or email customer service experience preferred

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

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