Customer Experience Associate

Skills

About the Role

You will provide customer support through calls, live chat, and email, handling queries about products, markets, and trading platforms. You will work rotational shifts, resolve issues at first contact where possible, and escalate when needed. You will maintain customer satisfaction and quality targets, contribute to process improvements and documentation, and support customers professionally across multiple channels.

Requirements

• Customer-facing experience handling complex and sensitive issues
• Customer service skills
• Voice and written communication skills
• Numerical and reasoning aptitude
• Ability to work rotational shifts, including evenings, weekends, and public holidays
• Problem-solving skills
• Fluency in written and verbal English
• Knowledge of financial markets and trading or investing

Responsibilities

• Provide customer support across calls, live chat, and email
• Work a five-day rotational shift schedule
• Maintain customer satisfaction, productivity, and quality targets
• Collaborate with local and global operations colleagues
• Escalate issues to senior team members when appropriate
• Resolve customer queries at first contact where possible
• Take ownership of customer interactions and queries
• Advocate for process improvements
• Contribute to training materials and process documentation
• De-escalate difficult customer situations professionally

Benefits

• Extra time off for volunteering and community work