Exceptional Customer Service Representative Wanted

Job Title: Client Service Associate

We are seeking a talented and motivated individual to join our team as a Client Service Associate. In this role, you will be responsible for providing exceptional customer service and support to our clients.

About the Role:

This is an exciting opportunity to join a dynamic and fast-paced team where you will have the chance to develop your skills and knowledge in client-facing roles. As a Client Service Associate, you will be the primary point of contact for our clients, handling their queries and concerns in a timely and professional manner.

Your Key Responsibilities:

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2. Mentor and support the client services team to provide world-class services and ensure efficient operation of the function.">
3. Monitor call queues, call volume, and other metrics. Ensure the volume of work produced meets product/service standards and exceeds quality standards.">
4. Sound knowledge of Financial Products such as Forex, Commodities, Index.">
5. Provide proactive and timely support for clients, conducting platform demonstrations and maintaining general after-sales support.">
6. Provide excellent and high-calibre client service to ensure a positive experience for all clients, focusing on getting it right first time, acting as a brand ambassador in all client interactions.">
7. Responding to client enquiries and providing clients with product knowledge to ensure optimum utilisation of products and platforms.">
8. Proactively identify opportunities to improve the client experience.">
9. Maintain KPI and SLA targets, both individually and as a team.">
10. Proactively respond to and manage inbound client queries through Phone, Email, Live Chat and Messaging, professionally and efficiently.">
11. Escalate all client issues in a timely manner to appropriate levels to ensure a consistently high level of client service if required.">
12. Proactively identify and cross-sell additional products and services to existing clients.">
13. Take ownership for ensuring accurate client information is recorded in relevant internal systems (e.g., Pega) in a timely manner if required.">
14. Participate in targeted outbound calling incentives.">
15. Conducting product training for new starters as part of the induction and buddy program.">
16. Ensure compliance with CMFAS certification, including annual CPD points.">

About You:

To succeed in this role, you will need to possess excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.

You will also need to have a good understanding of the global financial market and various financial instruments, as well as strong leadership and management skills, with the ability to motivate and inspire a team.

Furthermore, you will need to operate with integrity and a highly client-centric mindset, with the ability to build and enhance strong and meaningful client relationships.

Demonstrating passion and enthusiasm for our products and services is also essential, as is having excellent verbal and written communication skills (Mandarin & English, Cantonese desirable, typing Chinese using han yu pin yin included).

You should also be able to work effectively as part of a team and have strong resilience and capacity to work with customers with varying degrees of market knowledge in a call centre environment.

What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for career development and growth.

In addition, we provide a supportive and inclusive work environment, with a focus on employee well-being and engagement.

We are committed to creating a diverse and inclusive workplace, where our employees feel valued and empowered to do their best work.

About Our Company:

We are a leading provider of online trading services, with a reputation for excellence and innovation in the financial markets.

We offer a range of products and services designed to meet the needs of individual investors and institutional clients alike.

Our mission is to empower millions of people to achieve their financial potential, through access to the latest technology and expert advice.

We pride ourselves on our commitment to customer satisfaction, delivering exceptional service and support to our clients every step of the way.

Contact Us:

If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, please submit your application today.