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Client Service Associate

2 weeks ago

Singapore CMC MARKETS SINGAPORE PTE. LTD. Full time
CMC are hiring We have an opportunity for a Client Services Associate to join our team. This role will be based onsite 5 days per week in our Singapore office.
Please note that this role is only open to Singapore based candidates who are Singapore Citizens or Permanent Residents.
  • Mentor and support the client services team to provide world class services and ensure the efficient operation of the function.
  • May monitor call queues, call volume, and other metrics. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
  • Sounds knowledge of Financial Products such as Forex, Commodities, Index.
  • Provide proactive and timely support for clients, conducting platform demonstrations and maintaining general after-sales support
  • Provide excellent and high calibre client service to ensure a positive experience for all clients, focussing on getting it right first time, acting as a brand ambassador in all client interactions
  • Responding to clients enquiries and providing clients with product knowledge to ensure optimum utilisation of products and platforms
  • Proactively identify opportunities to improve the client experience.
  • Maintain KPI and SLA targets, both Individually and as a team
  • Proactively respond to and manage inbound client queries through Phone, Email, Live Chat and Messaging, professionally and efficiently.
  • Escalate all client issues in a timely manner to appropriate levels to ensure a consistently high level of client service if required.
  • Proactively identify and cross sell additional products and services to existing clients
  • Take ownership for ensuring accurate client information is recorded in relevant internal systems (e.g. Pega) in a timely manner if required.
  • Participate in targeted outbound calling incentives
  • Conducting product training for new starters as part of the induction and buddy program
  • Ensure compliance with CMFAS certification, including annual CPD points
  • Other duties as appropriate to the position
KEY SKILLS AND EXPERIENCE
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels
  • Good understanding of the global financial market and various financial instruments will be an advantage.
  • Strong customer service orientation.
  • Strong leadership and management skills, with the ability to motivate and inspire a team.
  • Operates with integrity and a highly client centric mindset, with an ability to build and enhance strong and meaningful client relationships
  • Demonstrates passion and enthusiasm for our products and services
  • Excellent verbal and written communication skills
  • Ability to work effectively as part of a team
  • Strong resilience and capacity to work with customers with varying degrees of market knowledge in a call centre environment
  • 1 - 2 years customer service experience desirable
  • Undergraduate degree in relevant discipline desirable (Business, Finance, Economics etc.)