Who are we
Ultima Markets is a secure and regulated CFD trading gateway, offering access to 1,000+ instruments, including Forex, Commodities, Indices, and Stocks, to clients in over 170 countries. Founded in 2016, we are the Official Regional Partner of FC Internazionale Milano and the first CFD broker to support the UN Global Compact. We operate globally through entities regulated by the FCA, FSCA, and FSC, and in 2025 were honoured with 50+ global awards, including Best CFD Broker Global 2025.
To learn more about our company, please visit our website: https://www.ultimamarkets.com.
Job Description:
1.Client Support & Relationship Management
- Act as the primary point of contact for IB clients through live chat, email, social media, and phone.
- 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.
2.Sales Handbook & Internal Training Material Management
- 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.
3.Help Center Content Maintenance
- Review and update Help Center content on the company website to align with new features, policies, and procedures, etc.
4.Training & Knowledge Sharing
- Conduct training sessions for sales teams or IB clients on Forex fundamentals, trading platform navigation (e.g., MT4), and system functionalities.
5.Ad Hoc Administrative & Operational Support
- Support cross-departmental requests and projects, as assigned (e.g., assist with generating CRM reports when needed)
Skills & Experience that WOW us:
- Minimum 2 years of working experience in customer support, preferably within the Forex trading industry or related fintech sectors such as cryptocurrency.
- Solid understanding of Forex trading concepts and industry best practices.
- Familiarity with customer support tools, CRM systems, and trading platforms (e.g., MT4/MT5),etc.
- Proficient in both verbal and written Chinese and English.
- Excellent communication skills with the ability to clearly convey ideas and resolve issues effectively with clients and internal teams.
- Strong multitasking ability to manage multiple client feedback and assigned tasks while maintaining quality and meeting deadlines.
- High level of integrity, accuracy, and accountability when handling sensitive client and transactional data.
- Willingness to work flexible shifts, including afternoon (up to 10 PM) and midnight (up to 12 AM), as needed.
