Client Services Executive

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.

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.

• Sound 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, focusing 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

• 1 – 2 years customer service experience desirable

• Undergraduate degree in relevant discipline desirable (Business, Finance, Economics etc.)

COMPETENCIES

• Communication

• Team Work

• Customer Focus

• Resilience & Adaptability

• Problem Solving