Since launching in 1989, CMC Markets has become one of the world's leading online CFD and financial spread betting providers, with nearly 60 million trades executed annually across Europe, Asia Pacific and North America.
CMC Markets' success is founded on its ability to deliver a wide range of trading products to customers, from single equities to indices, currencies and commodities. This means our clients do not need to go to a forex broker, futures broker or a commodities broker to trade these different instruments. They can trade them all through one trading platform. CMC Markets has pioneered the development of online trading in markets around the world to become a world leading spread betting and CFD provider.
ROLE & RESPONSIBILITIES
Provide excellent and high calibre client service delivery to ensure a positive client experience
Provide timely and effective resolution of all client queries via telephone, in person, email or chat
Proactively respond to and manage inbound client queries professionally and efficiently
Educate and train clients in using our trading platform and on our trading products to increase our profitability through maximising clients' trading volumes
Provide technical support for clients' software problems relating to the trading platform
Manage the processing of all online and manual payments
Participate in targeted outbound reactivation calling to dormant account holders
Carry out administration duties where required, including account opening
Act as back up for Sales team when required
Provide support to CMC Markets clients from other regions as part of our around the clock service
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 to ensure a consistently high level of client service
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 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 & EXPERIENCE
Demonstrates passion and enthusiasm for our products and services
Working knowledge of financial markets and trading
Working knowledge of Microsoft Word, Microsoft Excel and databases
Excellent verbal and written communication skills in English and a preferred proficiency in Mandarin to provide support to both English and Mandarin speaking clients
Ability to work effectively independently and within a team
Enthusiastic, reliable and confident nature
IT 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
Proven client relationship experience in financial markets
Degree or equivalent in Business or Finance related subject
Preferably 2-3 years' work experience in the Banking and / or Financial Services industry
Experience in call centre environment preferred but not necessary
Entry level candidates may be considered
KEY OBJECTIVES / KPIs
Monthly call, email and chat statistics
Quality and efficiency of work
Monthly targets for reactivation of dormant accounts
Other discretionary KPIs (work attitude, punctuality, etc.)
Proactivity and Ownership
Resilience and Adaptability
Quality and Process Focus
* The candidate must be flexible and willing to work a full range of 9 hour shifts between 08:00 and 23:00 (Mondays to Fridays), including Public Holidays to ensure coverage of opening and closing hours of the trading market. The candidate will also be required to provide support for internal and external events as and when extra manpower is needed, including events held after office hours and / or on weekends.
Interested applicants please send your application stating your expected remuneration to Ms. Cecilia Lim at email@example.com
Internal Number: 1013485
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