Customer Experience Associate

IG Group; Bengaluru; On-site; INR 350,000 - 650,000; Full time

Job summary

IG Group in Bengaluru is seeking a Customer Experience Associate to deliver world-class support across calls, live chat and email. You will help our global clients navigate trading platforms and financial products, maintaining high-quality service and CSAT targets.

You\'ll work in a hybrid model with rotating shifts, and join a diverse, globally connected team focused on continuous improvement and customer-centric solutions.

Responsibilities

• Deliver multi-channel support across calls, live chats and emails (via Intercom and our telephony platform), handling a range of query types
• Work on a 5-day rotational shift schedule
• Achieve high productivity and quality targets, maintaining 80%+ CSAT scores consistently
• Collaborate with local and global team members across our operations department to ensure seamless customer journeys and fast resolution
• Understand when to escalate to senior team members to deliver the best outcomes for customers
• Ensure first-time resolution wherever possible, taking full ownership of each interaction and query
• Champion customer experience and advocate for process improvements
• Contribute to training materials and process documentation

Job description

Job TitleCustomer Experience AssociateJob DescriptionSo, who are we?IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG – the future gets built here.Your teamAs a Customer Experience Associate, you'll help deliver world-class and industry-leading trading support to our global client base. We're looking for people who have a passion for excellent client experience and financial markets, and who have an interest in learning more about this exciting field!Your role in the Team's SuccessDeliver exceptional customer service as part of IG Group's customer support team, providing digital-first support to global customer and handling a range of queries on our products, markets and platforms. Work within a multi-national, high-performing team to deliver an excellent customer experience while maintaining productivity and quality standards that exceed industry benchmarks.What you'll doDeliver multi-channel support across calls, live chats and emails (via Intercom and our telephony platform), handling a range of query typesWork on a 5-day rotational shift schedule.Achieve high productivity and quality targets, maintaining 80%+ CSAT scores consistentlyCollaborate with local and global team members across our operations department to ensure seamless customer journeys and fast resolutionUnderstand when to escalate to senior team members to deliver the best outcomes for customersEnsure first-time resolution wherever possible, taking full ownership of each interaction and queryChampion customer experience and advocate for process improvementsContribute to training materials and process documentationCore CompetenciesCustomer FocusGenuine passion for customer service excellenceEmpathy and emotional intelligence across voice and written interactionsAbility to de-escalate difficult situations professionallyDrive to achieve positive customer outcomesProfessional StandardsSelf-motivated with high personal accountabilityResilient under pressure with strong time managementFlexibility and adaptability to work effectively across rotational shiftsCollaborative approach while maintaining individual productivityContinuous improvement mindsetTechnical ExcellenceStrong numerical aptitude and attention to detailAnalytical mindset with a problem-solving orientationAbility to master complex financial products and trading concepts rapidlyDigital proficiency across multiple platforms and systemsWhat you'll need for this roleCustomer-facing experience, especially a demonstrated ability to handle complex, sensitive issuesGenuine passion for customer service excellenceStrong communication skills across voice and written channels, with the ability to adapt tone and clarity to the customer and the mediumStrong numerical and reasoning aptitude, with the ability to interpret data and grasp new concepts quicklyWillingness and availability to work rotational shifts, including evenings, weekends and public holidays as part of a 24/7 support operationProactive, collaborative and curiousExcellent problem-solving skillsFluency in English (written and verbal)Interest in financial markets and trading/investingDesirablePrevious experience with financial products, derivatives, or trading platformsExperience in a multi-channel contact centre or fast-paced support environmentHow we workWe try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office - which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:Lead and Inspire: Drives trust, alignment, and enthusiasmThink Big: Focus on the problems that most impact commercial outcomesChampion the client: Understand and prioritise client's needsDeliver at pace: Push for fast, sustainable growth;Raise the bar: Take ownership, be accountable and share feedbackWe believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey.The PerksYour growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.Join us for this exciting journey. Apply now!Number of openings1