Client Service Executive

3 days ago

Singapore CMC Markets Singapore Full time

**ROLES AND RESPONSIBILITIES**
- Provide excellent and high calibre customer service to ensure a positive client experience
- Proactively respond to and manage inbound client queries professionally and efficiently through our multi-channel platforms, including digital and telephony systems
- Educate clients in using our trading platform plus our products to support their trading strategies
- Provide technical support for clients’ problems relating to the trading platform and accessibility
- Take ownership for ensuring accurate client information is updated and maintained in the Client Relationship Management (CRM) system
- Liaise with other departments to escalate and resolve all client issues in a timely manner
- Act as a brand ambassador in all client interactions
- Identify process improvements and maintain a full knowledge of Client Services manuals and procedures
- Maintain personal and professional development to meet the compliance requirements, changing demands of the role and participate in appropriate training
- Ensure a positive approach to challenges and provide open and honest feedback to line manager
- Maintain KPI and SLA targets, both individually and as a team
- Comply with all Health and Safety, Security and other company policies
- Undertake such other duties, training and / or hours of work as may be reasonably required and which are consistent with the general responsibility of this role. This may entail occasional after hours or weekend seminar support.

**KEY SKILLS AND EXPERIENCE**
- Demonstrates passion and enthusiasm for our products and services
- Working knowledge of financial markets and trading
- Proficient in Microsoft Word, Microsoft Excel and database skills
- Excellent verbal and written communication skills in English, Mandarin as a secondary language is highly valued
- Ability to work effectively independently and within a team
- Enthusiastic, reliable and confident nature
- Tech savvy and able to provide general IT troubleshooting advice
- Operates with integrity and a highly client centric mind set, with an ability to build and enhance strong and meaningful client relationships
- Ability to handle difficult clients in a professional and tactful manner and to work under pressure

**Desirable**
- Proven client relationship experience in financial markets
- Preferably 1-2 years’ work experience in the Banking and / or Financial Services industry
- Experience in call centre environment preferred

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