**ROLE AND RESPONSIBILITIES**
- 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
**KEY SKILLS AND EXPERIENCE**
- 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.)
**About Us**
Since launching in 1989, CMC Markets (CMC) has become one of the world's leading online financial trading businesses. CMC is listed on the London Stock Exchanges and serves retail and institutional clients through regulated offices and branches in 13 countries.
CMC offers an award winning online and mobile trading platform, enabling clients to trade up to 10,000 financial instruments across shares, indices, foreign currencies, commodities and treasuries through contracts for difference. In Australia, the Group also offers stockbroking services.
CMC is committed to recruiting, developing, retaining and motivating exceptional people who are talented, innovative and focussed on delivering excellence. We acknowledge that this goes hand in hand with the Group's ongoing and future success. This is achieved through embedding the Group's values throughout the workforce as well as offering competitive rewards and benefits.
The Group values centre on quality, clients and integrity.
- Put clients first
- Lead with quality
- Set the standards
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