Title

Department:      Premium Client Management

Reporting to:     Client Services Team Leader

About CMC Markets:

CMC Markets is one for the world's leading providers of online trading with 13 global offices worldwide. We have around 900 employees, over 1.2 million clients and execute nearly 33 million trades globally each year, which equates to more than £1.3 trillion of turnover. Still run by its founder, Peter Cruddas, who is one of the UK’s most financially successful entrepreneurs, the firm retains a very entrepreneurial spirit internally. The business is growing and made an Initial Public Offering into the FTSE250 in February 2016.

We are a business in rapid transformation, currently investing heavily in digital, people, and technology. If you are looking to accelerate your career and be part of the innovation, this is the role for you.

Why you’ll love working at CMC Markets:

Growth: CMFAS (Financial Regulatory) qualification, LinkedIn learning, internal opportunities, training and support 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 sports, dining or gaming etc. Perks: Day off for your birthday, free coffee every day, additional day of leave after each year of service, volunteer opportunities, discounted rates through partners at various brands.

CMC are hiring! We have an opportunity for a bilingual Client Services Associate to join our team. This role will be based onsite 5 days per week in our Singapore office. This role is only open to Singapore based candidates who are Singapore Citizens or Permanent Residents.

ROLE AND RESPONSIBILITIES

• Provide proactive and timely support for clients, conducting platform demonstrations and maintaining general after-sales support
• Provide 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.
• Maintain KPI and SLA targets, both Individually and as a team
• Proactively respond to and manage inbound client queries through Phone, Email, Live Chat and Messaging, professionally and efficiently.
• Escalate 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
• Take ownership for ensuring accurate client information is recorded in relevant internal systems (e.g. Pega) in a timely manner if required.
• Participate in targeted outbound calling incentives
• Conducting product training for new starters as part of the induction and buddy program
• Ensure compliance with RG146 certification, including annual CPD points
• Other duties as appropriate to the position

KEY SKILLS AND EXPERIENCE

• Strong customer service orientation
• 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 helpful
• Undergraduate degree in relevant discipline desirable (Business, Finance, Economics etc.)
• 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.
• Provide support for internal and external events as and when extra manpower is needed, including events held after office hours and / or on weekends.

KEY OBJECTIVES/KPIS

• To be confirmed

COMPETENCIES

• Communication
• Team Work
• Customer Focus
• Resilience & Adaptability
• Problem Solving

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 can 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.

The Company reserves the right to review, alter and amend job descriptions from time to time in line with business requirements.