Job description
Job Title
Customer Experience Associate
Job Description
As a Customer Experience Associate, you’ll help deliver world-class and industry-leading trading support to our global client base. We are looking for people who have a passion for excellent client service and financial markets, and who have an interest in learning more about this exciting field!
Your role in the Teams Success
Deliver exceptional customer service as part of our customer support team, providing digital-first support to global customer and handling a range of queries on our products, markets and platforms. Work within a multi-national, high-performing team to deliver an excellent customer experience while maintaining productivity and quality standards that exceed industry benchmarks.
What youll do
- Deliver digital-first support via Intercom across a range of query types, focused on tier 1 support
- Achieve high productivity and quality targets, with 80%+ CSAT scores consistently
- Collaborate with local and global team members across our operations department to ensure seamless customer journeys and fast resolution
- Understand when to escalate 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