Customer Experience Associate Spanish
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
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide digital-first support through Intercom for customer queries about products, markets, and platforms. You will meet productivity, quality, and customer-satisfaction targets, resolve issues at first contact where possible, escalate complex cases, collaborate across operations, improve processes, and contribute to training materials and documentation.
Requirements
- Customer-service experience
- Ability to handle complex and sensitive customer issues
- Communication skills across digital and phone channels
- Fluency in English
- Fluency in Spanish, French, Italian, or German
- Numeracy
- Attention to detail
- Problem-solving
- Knowledge of financial products and trading concepts
- Digital-platform proficiency
- Interest in financial markets and trading
Responsibilities
- Deliver digital-first support through Intercom
- Meet productivity, quality, and customer-satisfaction 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 customer-experience process improvements
- Contribute to training materials and process documentation
Benefits
- Hybrid working
- Home-office equipment reimbursement
- Annual financial bonus
- Private medical cover for you and your family or partner
- Multikafeteria system
- Life insurance
- Employee-led LGBTQ+, Women’s, Black, and Parents & Carers networks with an annual events and projects budget
- Employee Assistance Programme
- Well-being events
- Summer picnic, New Year party, and other social events
- Three additional days off per year, including birthday and volunteering leave