About the Role
You will provide digital-first customer support for product, market and platform queries. You will own customer interactions, seek first-time resolution, escalate complex cases appropriately, meet productivity and quality targets, improve processes, and contribute to training and process documentation.
Requirements
•Customer service experience
•Experience handling complex and sensitive customer issues
•Digital and phone communication
•English fluency
•Chinese fluency
•Numeracy
•Attention to detail
•Problem-solving
•Knowledge of financial markets and trading
•Financial products
•Derivatives
•Trading platforms
Responsibilities
•Deliver digital-first support through Intercom across query types
•Meet productivity and quality targets, including 80%+ CSAT scores
•Collaborate across operations to resolve customer issues quickly
•Escalate cases to senior team members when appropriate
•Own each customer interaction and pursue first-time resolution
•Advocate for customer-experience process improvements
•Contribute to training materials and process documentation
Benefits
•Hybrid working
•Home office equipment reimbursement
•Performance-related annual bonus
•Private medical cover for you and your family or partner
•Multikafeteria system
•Life insurance
•Employee networks with an annual events and projects budget
•Employee Assistance Programme
•Well-being events
•Social events
•Three additional days off per year for birthday and voluntary work
