Customer Experience Associate ( Chinese)

IG Group; Kraków; Hybrid; PLN 42,000 - 52,000; Full time

Benefits offered by this job

Hybrid working

Home office equipment reimbursement

Performance related annual bonus

Private medical cover for you and your

family/partner (Medicover)

Multikafeteria system

Life insurance

Employee-led LGBTQ+, Women’s, Black, &

Parents & Carers networks

Career-focused technical andLeadership

Well-being events and EAP

Summer picnic, New Year party and more

3 additional days off a year - for生日/志

Job summary

IG Group in Kraków is seeking a Customer Experience Associate (Chinese) to deliver digital-first customer support. You will handle queries on financial products and trading platforms within a multinational team, ensuring high-quality service and fast resolutions.

The role requires fluency in English and Chinese, strong communication, and a customer-centric approach. The company offers a hybrid work model with 3 office days and attractive perks.

Qualifications

• Proven track record in customer service excellence.
• Fluency in English and Chinese.
• Ability to understand complex financial products and trading concepts.

Responsibilities

• Deliver digital-first support via Intercom across product and platform queries.
• Maintain high productivity and quality targets with CSAT scores.
• Collaborate with local and global teams to ensure seamless customer journeys.

Skills

Customer service

Empathy

De-escalation

Time management

Communication

Analytical thinking

Financial products knowledge

Bilingual English/Chinese

Tools

Intercom

Job description

Job Title

Customer Experience Associate ( Chinese)

Job Description

Compensation details will be shared by the recruiter during the first interview.

So, 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.

What you’ll do

Deliver exceptional customer service as part of IG Group’s customer support team, providing digital -first support to global customer and handling a range of que ries on our products, markets and platforms. Work within a multi-national , high - performing team to deliver a n excellent customer experience w hile maintaining productivity and quality standards that exceed industry benchmarks.

Key Accountabilities

• Deliver digital -first support via Intercom across a range of query types
• Achieve high productivity and quality targets, with 80%+ CSAT scores consistently
• Collaborate wit h local and g lobal team members across our operations department to ensure seamless customer journeys and fast resolution
• Understand when to elevate to senior team members to deliver the best outcomes for customers
• Ensure first -time resolution wherever possible, and take full ownership of each interaction and query for the best customer outcomes
• Champion customer experience and advocate for process improvements
• Contribute to training materials and process documentation

What you’ll need for this role

Key Qualification Requirements:

Customer Focus

• Genuine passion for customer service excellence
• Empathy and emotional intelligence in client interactions
• Ability to deescalate difficult situations professionally
• Drive to achieve positive customer outcomes

Professional Standards

• Self -motivated with high personal accountability
• Resilient under pressure with strong time management
• Collaborative approach while maintaining individual productivity
• Continuous improvement mindset

Technical Excellence

• Strong numerical aptitude and attention to detail
• Analytical mindset with problem -solving orientation
• Ability to master complex financial products and trading concepts rapidly
• Digital proficiency across multiple platforms and systems

Essential

• Proven track record in customer service excellence
• Demonstrated ability to handle complex, sensitive customer issues
• Strong communication skills across digital and phone channels
• Proactive, collaborative and curious
• Excellent problem-solving skills
• Fluency in English and Chinese essential
• Interest in financial markets and trading (experience advantageous)

Desirable

• Previous experience with financial products, derivatives, or trading platforms
• Experience working in fast -paced, target -driven environment

How we work

We 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 enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client’s needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback

We 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. Learn more about our D&I approach here.

The Perks

Your 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.

• Hybrid working
• Home office equipment reimbursement
• Performance related annual bonus
• Private medical cover for you and your family/partner (Medicover)
• Multikafeteria system (you can choose a multisport card, vouchers, etc.)
• Life insurance (Generali)
• Employee-led LGBTQ+, Women’s, Black, and Parents & Carers networks with an annual budget for organizing events & projects that foster an open, diverse, and inclusive culture
• Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform
• Well-being events as well as Employee Assistance Programme
• Summer picnic, New Year party and other social events
• 3 additional days off a year - 1 to celebrate your Birthdayand 2 for voluntary work

Learn more about the Perks here!

Number of openings

1