Senior Client Services Executive

Bilingual Client Services Executive

CMC are hiring! We have an opportunity for a Bilingual Client Services Executive to join our team. This role will be based onsite five 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 include:

• Mentor and support the client services team to provide world class services and ensure the efficient operation of the function.
• Monitor call queues, call volume, and other metrics. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
• Sounds knowledge of Financial Products such as Forex, Commodities, Index.
• 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.
• Proactively respond to and manage inbound client queries through Phone, Email, Live Chat and Messaging, professionally and efficiently.
• 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 CMFAS certification, including annual CPD points.
• Other duties as appropriate to the position.

Key skills and experience:

• Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
• Good understanding of the global financial market and various financial instruments will be an advantage.
• Strong customer service orientation.
• Strong leadership and management skills, with the ability to motivate and inspire a team.
• 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 (Mandarin & English, Cantonese desirable, typing Chinese using han yu pin yin included) to serve Chinese speaking customers.
• 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.
• Undergraduate degree in relevant discipline desirable (Business, Finance, Economics etc.)

Competencies:

• Leadership
• Communication
• Team Work
• Customer Focus
• Resilience & Adaptability
• Problem Solving