Client Service Associate

CMC MARKETS SINGAPORE PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading financial services provider is hiring a Client Services Associate in Singapore. The role involves mentoring the client services team, managing client communications, and providing exceptional service to ensure client satisfaction. Candidates should have a degree in Business or Finance and 1-2 years of customer service experience. The position is onsite, requiring a strong customer service orientation and leadership skills.

Qualifications

• 1-2 years of customer service experience preferred.
• Integrity and a client-centric mindset to build strong relationships.

Responsibilities

• Mentor and support the client services team.
• Monitor call queues and metrics to exceed quality standards.
• Identify opportunities to improve the client experience.
• Manage inbound client queries professionally.

Skills

Excellent communication and interpersonal skills

Customer service orientation

Leadership and management skills

Understanding of financial markets

Team player

Resilience in customer interactions

Education

Undergraduate degree in Business, Finance, Economics or related field

Job description

CMC are hiring! We have an opportunity for a Client Services Associate 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.

Responsibilities:

1. Mentor and support the client services team to provide world-class services and ensure efficient operation.
2. Monitor call queues, call volume, and other metrics to meet and exceed quality standards.
3. Utilize sound knowledge of Financial Products such as Forex, Commodities, and Index.
4. Provide proactive support for clients, including platform demonstrations and after-sales support.
5. Deliver excellent client service, acting as a brand ambassador and ensuring a positive experience.
6. Respond to client enquiries with product knowledge to optimize product and platform utilization.
7. Identify opportunities to improve the client experience.
8. Maintain KPI and SLA targets individually and as a team.
9. Manage inbound client queries via Phone, Email, Live Chat, and Messaging professionally and efficiently.
10. Escalate client issues promptly to ensure high service levels.
11. Identify and cross-sell additional products and services to clients.
12. Ensure accurate client information is recorded in internal systems promptly.
13. Participate in outbound calling initiatives.
14. Conduct product training for new staff as part of induction and buddy programs.
15. Ensure compliance with CMFAS certification, including annual CPD points.
16. Perform other duties as appropriate.

Key Skills and Experience:

• Excellent communication and interpersonal skills.
• Good understanding of the global financial market and instruments is advantageous.
• Strong customer service orientation.
• Leadership and management skills to motivate and inspire teams.
• Integrity and a client-centric mindset to build strong relationships.
• Passion and enthusiasm for our products and services.
• Excellent verbal and written communication skills.
• Effective team player.
• Resilience and ability to work with customers of varying market knowledge.
• 1-2 years of customer service experience preferred.
• Undergraduate degree in Business, Finance, Economics, or related field is desirable.

Note: This job posting is active and accepting applications.