Senior 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 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.

• Mentor and support the client services team to provide world class services and ensure the efficient operation of the function. 
• May 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.)

KEY OBJECTIVES/KPIS

• To be confirmed

COMPETENCIES

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