Customer Experience Associate (Chinese)

Customer Experience Associate Chinese

Company

IG

Conditions

5 days ago

Skills

Candidate Availability

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will provide digital-first customer support for product, market and platform queries. You will own customer interactions, seek first-time resolution, escalate complex cases appropriately, meet productivity and quality targets, improve processes, and contribute to training and process documentation.

Requirements

• Customer service experience
• Experience handling complex and sensitive customer issues
• Digital and phone communication
• English fluency
• Chinese fluency
• Numeracy
• Attention to detail
• Problem-solving
• Knowledge of financial markets and trading
• Financial products
• Derivatives
• Trading platforms

Responsibilities

• Deliver digital-first support through Intercom across query types
• Meet productivity and quality targets, including 80%+ CSAT scores
• Collaborate across operations to resolve customer issues quickly
• Escalate cases to senior team members when appropriate
• Own each customer interaction and pursue first-time resolution
• Advocate for customer-experience process improvements
• Contribute to training materials and process documentation

Benefits

• Hybrid working
• Home office equipment reimbursement
• Performance-related annual bonus
• Private medical cover for you and your family or partner
• Multikafeteria system
• Life insurance
• Employee networks with an annual events and projects budget
• Employee Assistance Programme
• Well-being events
• Social events
• Three additional days off per year for birthday and voluntary work

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