Job Description
- Mentor and support the client services team to provide world class services and ensure the efficient operation of the function.
- May monitor call queues, call volume, and other metrics. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
- Sounds knowledge of Financial Products such as Forex, Commodities, Index.
- Provide proactive and timely support for clients, conducting platform demonstrations and maintaining general after-sales support
- Provide excellent and high calibre client service to ensure a positive experience for all clients, focussing on getting it right first time, acting as a brand ambassador in all client interactions
- Responding to clients enquiries and providing clients with product knowledge to ensure optimum utilisation of products and platforms
- Proactively identify opportunities to improve the client experience.
- Maintain KPI and SLA targets, both Individually and as a team
- Proactively respond to and manage inbound client queries through Phone, Email, Live Chat and Messaging, professionally and efficiently.
- Escalate all client issues in a timely manner to appropriate levels to ensure a consistently high level of client service if required.
- Proactively identify and cross sell additional products and services to existing clients
- Take ownership for ensuring accurate client information is recorded in relevant internal systems (e.g. Pega) in a timely manner if required.
- Participate in targeted outbound calling incentives
- Conducting product training for new starters as part of the induction and buddy program
- Ensure compliance with CMFAS certification, including annual CPD points
- Other duties as appropriate to the position
