Customer Service Representative

Company Overview:

Mitrade is an award-winning global Contract for Difference (CFD) and forex broker, regulated by authorities in Australia (ASIC), Cyprus (CySec), the Cayman Islands (CIMA), Mauritius (FSC) and South Africa (FSCA). We were founded in Melbourne, Australia and have offices worldwide.

Leveraging our proprietary in-house state-of-the-art technology, Mitrade has developed a one-stop digital trading platform tailored for investors. We offer market data, news and analysis, as well as trading and risk management services within a comprehensive user-centric FinTech ecosystem.

Serving over six million users worldwide, Mitrade offers unmatched accessibility across mobile (iOS and Android), desktop, and web platforms.

Primary purpose of the position:

Responsible for delivering timely, professional, and compliant customer support to Mitrade users across multiple communication channels, including live chat, email, and telephone. This role involves assisting users with accounts, trading, deposit and withdrawal enquiries while ensuring all interactions are handled in accordance with Mitrade’s policies, procedures, regulatory obligations, and service standards.

Duties & Responsibilities:

• Resolve client inquiries and guide them through the complex Forex & CFD market by listening carefully and resolving issues related to the platform, funding, and trading complaints.

• Able to commit to 7am – 4pm, shift or 8am -5pm shift and be flexible with any changes in reporting time.

• Carry out outbound calls to connect with clients for follow-ups, onboarding support, and ongoing engagement to enhance customer experience.

• Understand global market developments by responding to related inquiries through high quality and best-in-class service to our clients via phone calls, email, web chat and social media channels.

• Maintain high standards of attention-to-detail, accuracy, tone, and professionalism in all client interactions.

• Consistently take strong initiatives to resolve customers’ queries with full dedication and determination by identifying problems and providing solutions in a timely manner.

• Deliver ‘Above and Beyond’ customer service - Ask the right questions to understand customer needs, spot business opportunities, and improve their overall experience

• Proactively liaise with various departments to assist in resolving customers’ queries.

• Take the initiatives to deepen understanding of the financial markets and Forex & CFD industry, not limited to excel in Mitrade’s in-house developed platforms.

• Be a proactive team player and collaborate with global CS Team to manage expectations, resources, inter-departments collaborations, and customer feedback.

What we’d love to see from you:

• Bachelor’s degree in finance-related subject (i.e., commerce, accounting and finance, economics etc.)

• Very fluent communication skills in Australian Native English. Ability to speak Vietnamese or Thai or any other second language capabilities.

• The role requires 1–2 years of proven experience in a client‑facing environment, demonstrating strong communication and relationship‑management skills.

• Strong eagerness to learn about financial markets including foreign exchange, global share indices, commodities, cryptocurrencies.

• Enthusiastic about customer service and problem solving.

• Strong sense of integrity.

• Willingness to commit to long-term career growth and professional developments.

• Open-minded and cooperative personality.

• Strong MS Office Skills.

• Proactivity in handling and following up with clients’ queries.

What You Can Look Forward To:

• Competitive salary and performance-based incentives

• Opportunity to work in a fast-paced, growing industry

• Collaborative and innovative team environment

• Professional development opportunities