Responsibilities
1. Ensure timely support for our Stockbroking clients by providing exceptional experiences
2. 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
3. Proactively identify opportunities to improve the client experience.
4. Maintain KPI and SLA targets, both individually and as a team
5. Proactively respond to and manage inbound client queries through Phone, Email, Live Chat and Messaging, professionally and efficiently.
6. Escalate all client issues in a timely manner to appropriate levels to ensure a consistently high level of client service if required
7. Participate in targeted outbound calling campaigns
8. Ensurepliance with RG146 certification, including annual CPD points
9. Other duties as appropriate to the position
10. Available for a rotating roster between and 8pm in our Chatswood location
Key Skills & Experience
To be a Client Service Associate and follow a career path in CMC you are an engaged and enthusiastic individual who is passionate about what you do. Making a difference in a client's day means something to you and is what you strive to do on a consistent basis. You recognise soft skills as an integral element of your personal skill set, and you arefortable in choosing to bring empathy and enthusiasm into your conversations with customers whether the request is something new, or a request you've faced multiple times already that week.
Development and growth are extremely important to you. You have a hunger to learn and grow skills, whether that be personally or professionally within the field of the financial markets. You are someone that wants to work within a meritocracy, where performance matters and you see KPIs as a means to prove yourself. You are someone that looks to consistently challenge yourself and strive to improve your results and output. Hard work is a part of your DNA and you are someone that does not like to leave a stone unturned.
You love to solve problems, more so for customers. When ites to facing those tough calls, you are not afraid to assist when customers haveplaints, you have experience and confidence in handlingplaints, resiliency is a big part of who you are. If you are an advocate for customer excellence, then you are in the right place.
Benefits
11. Charity give-back days.
12. 1 extra annual day of leave for your birthday.
13. A dedicated benefits & wellbeing hub, for you to save on groceries, access retailer discounts and enjoy various resources to enhance your physical & mental wellbeing.
14. Receive an extra day of annual leave after each year of service (max 25 days of annual leave after 5 years of service).
CMC Markets is powered by our people. We are an equal opportunities employer and aremitted 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 oues for everyone. Job ID CMC3746