Client Service Executive

Since launching in 1989, CMC Markets has become one of the world's leading online CFD and financial spread betting providers, with millions of trades executed annually across Asia Pacific, Europe, and North America. As one of the largest most successful brokers in Australia, we are expanding our stockbroking product to other regions. We are excited to be launching a new online investing platform in Singapore and we are building a team as we prepare our go-to-market strategy. Although we are an established organisation, we are on the hunt for candidates who will thrive in an enthusiastic start-up atmosphere and are keen to join us on our journey towards launching a new Fintech brand in Singapore.

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
• Degree or equivalent in Business or Finance related subject
• Preferably 1-2 years’ work experience in the Banking and / or Financial Services industry
• Experience in call centre environment preferred 
 

The candidate must be flexible and willing to work on shift from Mondays – Fridays – if required.


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