Customer Experience Associate(Chinese Speaker)

About the Role

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers. As a Customer Experience Associate, you will help deliver world-class and industry-leading trading support to our global client base. We are looking for individuals with a passion for excellent client experience and financial markets, and an interest in learning more about this exciting field.

Key Responsibilities

• Deliver multi-channel support across calls, live chats, and emails (via Intercom and our telephony platform), handling a range of query types.
• Work on a 5-day rotational shift schedule.
• Achieve high productivity and quality targets, maintaining 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, taking full ownership of each interaction and query.
• Champion customer experience and advocate for process improvements.
• Contribute to training materials and process documentation.

Requirements & Tech Stack

• Fluency in Chinese (Mandarin) is mandatory.
• Fluency in English (written and verbal).
• Customer-facing experience, especially a demonstrated ability to handle complex, sensitive issues.
• Genuine passion for customer service excellence.
• Strong communication skills across voice and written channels, with the ability to adapt tone and clarity to the customer and the medium.
• Strong numerical and reasoning aptitude, with the ability to interpret data and grasp new concepts quickly.
• Willingness and availability to work rotational shifts, including evenings, weekends and public holidays as part of a 24/7 support operation.
• Proactive, collaborative and curious.
• Excellent problem-solving skills.
• Interest in financial markets and trading/investing.

Desirable

• Previous experience with financial products, derivatives, or trading platforms.
• Experience in a multi-channel contact centre or fast-paced support environment.

Qualifications

• Customer Focus: Genuine passion for customer service excellence, empathy and emotional intelligence, ability to de-escalate difficult situations professionally, drive to achieve positive customer outcomes.
• Professional Standards: Self-motivated with high personal accountability, resilient under pressure with strong time management, flexibility and adaptability, collaborative approach, continuous improvement mindset.
• Technical Excellence: Strong numerical aptitude and attention to detail, analytical mindset with a problem-solving orientation, ability to master complex financial products and trading concepts rapidly, digital proficiency across multiple platforms and systems.