Senior Client Services Executive

CMC Markets

Job Location:

Singapore - Singapore

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

CMC are hiring! We have an opportunity for a bilingual Client Services Executive 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 or Permanent Residents.

Mentor and support the client services team to provide world class services and ensure the efficient operation of the function.
May monitor call queues call volume and other metrics. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
Sounds knowledge of Financial Products such as Forex Commodities Index.
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 CMFAS certification including annual CPD points
Other duties as appropriate to the position

KEY SKILLS AND EXPERIENCE

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 han yu pin yin included) to serve Chinese speaking customers
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
Undergraduate degree in relevant discipline desirable (Business Finance Economics etc.)

KEY OBJECTIVES/KPIS

To be confirmed

COMPETENCIES

Leadership
Communication
Team Work
Customer Focus
Resilience & Adaptability
Problem Solving

Required Experience:

Senior IC

CMC are hiring! We have an opportunity for a bilingual Client Services Executive 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 or Permanent Residents.Mentor and...

CMC are hiring! We have an opportunity for a bilingual Client Services Executive 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 or Permanent Residents.

Mentor and support the client services team to provide world class services and ensure the efficient operation of the function.
May monitor call queues call volume and other metrics. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
Sounds knowledge of Financial Products such as Forex Commodities Index.
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 CMFAS certification including annual CPD points
Other duties as appropriate to the position

KEY SKILLS AND EXPERIENCE

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 han yu pin yin included) to serve Chinese speaking customers
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
Undergraduate degree in relevant discipline desirable (Business Finance Economics etc.)

KEY OBJECTIVES/KPIS

To be confirmed

COMPETENCIES

Leadership
Communication
Team Work
Customer Focus
Resilience & Adaptability
Problem Solving

Required Experience:

Senior IC

Key Skills

Apply Now

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CMC Markets

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