Customer Experience Associate

Overview

Customer Experience Associate role delivering digital-first trading support to IG Group's global client base across calls, live chats and emails.

What you'll do

• 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

What you'll need

• 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
• Fluency in English (written and verbal)
• Interest in financial markets and trading/investing

Nice to have

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

Details

• Location: Bangalore, India
• Hybrid working model with 3 days in the office
• 5-day rotational shift schedule, including evenings, weekends and public holidays (24/7 support operation)