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Senior Client Services Executive

CMC Markets
Singapore, Singapore
Closing date
Aug 7, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
CMC are hiring! We have a full-time permanent opportunity for a bilingual Senior Client Services Executive (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, Permanent Residents or LTVP Holders with PLOC.

About CMC Markets:

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 supportive Team Leader that all value an amazing workplace culture.
  • Social: We have our own in-house Culture Club that organises a bunch of activities such as: Parties, Dinners, Networking events, bowling etc. We also have social clubs where like-minded colleagues can bond over ocean swimming, fine dining or gaming etc.
  • Perks: Day off for your birthday, free breakfast and coffee every day, additional day of leave after each year of service, volunteer opportunities, discounted rates at various retail stores.

What you'll be doing:
  • Mentoring and supporting the client services team to provide world class services and ensure the efficient operation of the function.
  • Monitoring call queues, call volumes, and other metrics. Ensuring the volume of work produced meets product/service standards and exceeds quality standards.
  • Possessing sound knowledge of Financial Products such as Forex, Commodities, Index.
  • Providing proactive and timely support for clients, conducting platform demonstrations and maintaining general after-sales support
  • Delivering 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.
  • Maintaining KPI and SLA targets, both Individually and as a team
  • Proactively responding to and manage inbound client queries through Phone, Email, Live Chat and Messaging, professionally and efficiently.
  • Escalating 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
  • Taking ownership for ensuring accurate client information is recorded in relevant internal systems (e.g. Pega) in a timely manner if required.
  • Participating in targeted outbound calling incentives
  • Conducting product training for new starters as part of the induction and buddy program
  • Ensuring compliance with CMFAS certification, including annual CPD points

Who we're looking for:
  • 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 (Mandarin & English, Cantonese desirable, typing Chinese using hanyupinyin 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
  • 1 - 2 years customer service experience desirable
  • Undergraduate degree in relevant discipline desirable (Business, Finance, Economics etc.)

Salary: $55,000 SGD annually/$4,583 monthly + annual discretionary bonus.

Roster: Full time position Monday - Friday on a rotating roster. Shift times are 8am to 5pm, 1pm to 10pm, or 2pm to 11pm.

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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