Job Title Customer Experience Associate Only Cantonese speaker So who are we Hello we re IG Group We are a publicly traded FTSE250 FinTech company who run mobile web and desktop platforms that help our clients trade stocks shares leveraged products Futures Options and Crypto We are ambitious Over 340 000 people already use our platforms We re global with offices in 18 countries and products in 16 regions We re hungry to move faster ship better product for our customers and grow our user base We believe in high autonomy and we want people who are looking to do things differently in order to create better experiences for our customers We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth Your team As a Customer Experience Associate you ll help deliver world-class and industry-leading trading support to our global client base We re looking for people who have a passion for excellent client service and financial markets and who have an interest in learning more about this exciting field Your role in the Team s Success Deliver exceptional customer service as part of IG Group s customer support team providing digital-first support to global customer and handling a range of queries on our products markets and platforms Work within a multi-national high-performing team to deliver an excellent customer experience while maintaining productivity and quality standards that exceed industry benchmarks What you ll do Deliver digital-first support via Intercom across a range of query types focused on tier 1 support Achieve high productivity and quality targets with 80 CSAT scores consistently Collaborate with local and global team members across our operations department to ensure seamless customer journeys and fast resolution Understand when to escalate to senior team members to deliver the best outcomes for customers Ensure first-time resolution wherever possible and take full ownership of each interaction and query for the best customer outcomes Champion customer experience and advocate for process improvements Contribute to training materials and process documentation Core Competencies Customer Focus Genuine passion for customer service excellence Empathy and emotional intelligence in customer interactions Ability to de-escalate difficult situations professionally Drive to achieve positive customer outcomes Qualified Standards Self-motivated with high personal accountability Resilient under pressure with strong time management Collaborative approach while maintaining individual productivity Continuous improvement mindset Technical Excellence Strong numerical aptitude and attention to detail Analytical mindset with problem-solving orientation Ability to master complex financial products and trading concepts rapidly Digital proficiency across multiple platforms and systems What you ll need for this role Customer-facing experience especially demonstrated ability to handle complex sensitive issues Genuine passion for customer service excellent Strong communication skills particularly written Proactive collaborative and curious Excellent problem-solving skills Fluency in Cantonese written and verbal Interest in financial markets and trading investing Desirable Previous experience with financial products derivatives or trading platforms Experience working in fast-paced environments How we work We try to take a thoughtful approach to our ways of working as a company We follow a hybrid working model with 3 days in the office which we think balances the need to collaborate effectively and connect with each other When it comes to how we deliver there are 5 things we want everyone to do to drive high performance better learning and career satisfaction Lead and Inspire Drives trust alignment and enthusiasm Think Big Focus on the problems that most impact commercial outcomes Champion the client Understand and prioritise client s needs Deliver at pace Push for fast sustainable growth Raise the bar Take ownership be accountable and share feedback We believe that diversity is vital to success it fuels creativity drives innovation and sets us up for global success We re committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy that s why we encourage applications from people with diverse backgrounds and experiences to join us on this journey Learn more about our D I approach The Perks Your growth fuels our success Thrive with tailored development programs mentoring opportunities with leaders and clear career progression Expand your network through committees sports and social clubs Enjoy extra time off for volunteering and community work Learn more about the Perks Join us for this exciting journey Apply now Number of openings 1