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Описание вакансии
TL;DR
Customer Experience Associate (Financial Markets): Providing digital-first customer support through calls, live chat, and email with an accent on resolving product, market, and platform queries. Focus on achieving quality and productivity targets, escalating complex issues, and improving customer journeys through documentation and process enhancements.
Customer Experience Associate
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 support to customers through calls, live chat, and email. You will resolve product, market, and platform queries, meet quality and productivity targets, escalate issues appropriately, document processes, and identify opportunities to improve the customer experience.
Requirements
- Customer-facing experience handling complex and sensitive issues
- Customer service
- Voice and written communication
- Numeracy
- Reasoning
- Problem-solving
- English fluency
- Availability for rotational shifts including evenings, weekends, and public holidays
- Interest in financial markets and trading or investing
Responsibilities
- Deliver support through calls, live chat, and email
- Handle customer queries about products, markets, and platforms
- Work a five-day rotational shift schedule
- Achieve productivity, quality, and customer-satisfaction targets
- Collaborate with local and global operations colleagues to resolve issues
- Escalate issues to senior team members when appropriate
- Seek first-time resolution and own each customer interaction
- Advocate for customer-experience improvements
- Contribute to training materials and process documentation
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