Bilingual Client Services Associate

3 months ago

Sydney, Australia CMC Markets Full time

About CMC Markets:
CMC Markets is a global leader in CFD trading and share investing. Our vision is to provide the ultimate online trading experience so everyone can achieve their financial potential. Since our launch in London in 1989, we’ve expanded globally with offices across Europe and Asia Pacific. Over 1.2 million clients make 67 million trades with us every year, and we’re still growing.

Why you’ll love working at CMC Markets:

- Growth: RG146 (Financial Regulatory) qualification, LinkedIn learning, internal opportunities, intensive training and support from the L&D team.
- Team: You’ll work alongside a collaborative and diverse team with supportive Team Leader and Manager that all value an amazing workplace culture.
- Social: We have our own in-house Culture Club that organises a bunch of activities such as: Parties, Dinners, Networking events, bowling etc. We also have social clubs where like-minded colleagues can bond over ocean swimming, fine dining or gaming etc.
- Perks: Day off for your birthday, free breakfast and coffee every day, additional day of leave after each year of service, volunteer opportunities, discounted rates at various retail stores.

What you'll be doing:

- 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, focussing 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
- 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 RG146 certification, including annual CPD points
- Other duties as appropriate to the position

This is a full time position working from Monday to Friday with a rotating roster between 6:00am and 6:00pm in our Chatswood location.

Career Development:
We have recently implemented a Career Development Pathway in Client Services which is designed to recognise tenure and skills in the form of remuneration increases and title changes.

Who we’re looking for:

- Strong customer service orientation
- 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 (Cantonese & English, Mandarin desirable, typing Chinese using hanyupinyin included)
- 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 helpful
- Undergraduate degree in relevant discipline desirable (Business, Finance, Economics etc.)

CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and are able to do their best work. We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone.

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