CMC Markets | Client Service Associate

10 hours ago

Singapore CMC Markets Full time

CMC Markets is a global leader in CFD trading and share investing. Our vision is to provide the ultimate online trading experience so everyone can achieve their financial potential. Since our launch in London in 1989, we’ve expanded globally with offices across Europe and Asia Pacific. Over 1.2 million clients make 67 million trades with us every year, and we’re still growing.
Why you’ll love working at CMC Markets:
Growth:
CMFAS (Financial Regulatory) qualification, Linkedin learning, internal opportunities, intensive training and support from the L&D team.
Team:
You’ll work alongside a collaborative and diverse team with a supportive Team Leader who values an amazing workplace culture.
Social:
We have our own in-house Culture Club that organizes activities such as parties, dinners, networking events, and bowling. We also have social clubs where like-minded colleagues can bond over ocean swimming, fine dining, or gaming.
Perks:
Day off for your birthday, free breakfast and coffee every day, an additional day of leave after each year of service, volunteer opportunities, and discounted rates at various retail stores.
ROLE AND RESPONSIBILITIES (include but are not limited to):
CMC is hiring We have an opportunity for a bilingual Client Services Associate (Mandarin & English) 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.
Monitor call queues, call volume, and other metrics to ensure the volume of work produced meets product/service standards and exceeds quality standards.
Sound knowledge of Financial Products such as Forex, Commodities, and Index.
Provide proactive and timely support for clients, conducting platform demonstrations and maintaining general after-sales support.
Provide excellent and high-caliber client service to ensure a positive experience for all clients, focusing on getting it right the first time, acting as a brand ambassador in all client interactions.
Respond to client inquiries and provide clients with product knowledge to ensure optimum utilization 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 of ensuring accurate client information is recorded in relevant internal systems (e.g., Pega) in a timely manner.
Participate in targeted outbound calling incentives.
Conduct 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 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 (Mandarin & English; Cantonese desirable, typing Chinese using han yu pin yin included).
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.
COMPETENCIES:
Leadership
Communication
Team Work
Customer Focus
Resilience & Adaptability
Problem Solving
CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued, and are able to do their best work. We don’t just value differences and unique perspectives; we seek them out and we invite them in, because we know it will lead to better outcomes for everyone.
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