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.

Responsibilities:
  1. Mentor and support the client services team to provide world-class services and ensure efficient operation.
  2. Monitor call queues, call volume, and other metrics to meet and exceed quality standards.
  3. Utilize sound knowledge of Financial Products such as Forex, Commodities, and Index.
  4. Provide proactive support for clients, including platform demonstrations and after-sales support.
  5. Deliver excellent client service, acting as a brand ambassador and ensuring a positive experience.
  6. Respond to client enquiries with product knowledge to optimize product and platform utilization.
  7. Identify opportunities to improve the client experience.
  8. Maintain KPI and SLA targets individually and as a team.
  9. Manage inbound client queries via Phone, Email, Live Chat, and Messaging professionally and efficiently.
  10. Escalate client issues promptly to ensure high service levels.
  11. Identify and cross-sell additional products and services to clients.
  12. Ensure accurate client information is recorded in internal systems promptly.
  13. Participate in outbound calling initiatives.
  14. Conduct product training for new staff as part of induction and buddy programs.
  15. Ensure compliance with CMFAS certification, including annual CPD points.
  16. Perform other duties as appropriate.
Key Skills and Experience:
  • Excellent communication and interpersonal skills.
  • Good understanding of the global financial market and instruments is advantageous.
  • Strong customer service orientation.
  • Leadership and management skills to motivate and inspire teams.
  • Integrity and a client-centric mindset to build strong relationships.
  • Passion and enthusiasm for our products and services.
  • Excellent verbal and written communication skills.
  • Effective team player.
  • Resilience and ability to work with customers of varying market knowledge.
  • 1-2 years of customer service experience preferred.
  • Undergraduate degree in Business, Finance, Economics, or related field is desirable.

Note: This job posting is active and accepting applications.

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