Customer Support Executive

5 days ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Ultima Markets Full time

Join Ultima Markets

Ultima Markets
is a multi-asset trading platform with various global offerings to adapt to investors from all walks of life. Investors trading on our platform get access to CFD financial instruments, including Forex, Commodities, Indices and Shares.

As a client-oriented broker, we aim to offer a wide range of products to suit the needs of various clients. Until now, we have served clients from 172 countries and regions with our trustworthy services and well-built trading systems.

Responsibilities

  • Serve as the point of contact for retail clients through phone, email, live chat, and social media platforms.
  • Handle a broad range of client inquiries, including account opening, IB account setup, deposits, withdrawals, and technical issues related to trading platforms and applications.
  • Investigate client feedback, provide timely resolutions, and escalate complex cases when necessary.
  • Maintain and update handbooks and training documentation for sales clients (e.g. Onboarding guides, video tutorials, FAQ documents) to reflect current operations and policy changes.
  • Support cross-departmental requests and projects, as assigned (e.g., assist with generating CRM reports when needed)
  • Collaborate with sales team to address client-related matters and ensure a seamless client experience.

Qualifications

  • Prior experience in a customer service role within the fintech industry is preferred.
  • Solid understanding of Forex trading concepts and industry best practices is an advantage.
  • Familiarity with customer support tools, CRM systems, and trading platforms (e.g., MT4/MT5) is a plus.
  • Proficient in verbal and written English and Vietnamese.
  • Excellent communication skills, with the ability to clearly convey ideas and resolve issues effectively with clients and internal teams.
  • Strong multitasking skills to manage multiple client inquiries and tasks while maintaining quality and meeting deadlines.
  • Willingness to work flexible shifts.

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