Customer Experience Associate (Chinese Speaker)
IG operates an award-winning trading platform and provides forex trading services, support, and educational resources through IG Academy.
About IG
IG is a trading-services company offering an award-winning trading platform, including forex trading services in the US. Its website highlights instant support and educational resources through IG Academy, and warns users about the risks of leveraged CFD trading.
Skills
Candidate Availability
About the Role
You will provide digital-first support to a global client base across calls, live chats and emails using Intercom and a telephony platform. You will work a 5-day rotational shift schedule, meet productivity and quality targets with 80%+ CSAT, resolve queries at first contact, escalate when needed, and contribute to training materials and process documentation.
Requirements
- Fluency in Chinese (Mandarin)
- Customer-facing experience handling complex, sensitive issues
- Strong communication skills across voice and written channels
- Strong numerical and reasoning aptitude
- Availability for rotational shifts including evenings, weekends and public holidays
- Excellent problem-solving skills
- Fluency in English
- Interest in financial markets and trading/investing
Responsibilities
- Deliver multi-channel support across calls, live chats and emails
- Work on a 5-day rotational shift schedule
- Achieve productivity and quality targets with 80%+ CSAT
- Collaborate with local and global team members
- Escalate to senior team members when appropriate
- Ensure first-time resolution
- Advocate for process improvements
- Contribute to training materials and process documentation
Benefits
- Mentoring opportunities with leaders
- Committees, sports and social clubs
- Extra time off for volunteering and community work
- Hybrid working model
