Customer Experience Associate (German)

Description

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.

The perks:

• Competitive salary & benefits plan

• Life Insurance

• My Benefit Platform

• Medical Insurance with Medicover

• 1 additional day off to celebrate your Birthday

• 2 additional days off a year for voluntary work

• Share Plans for Employees

• Free lunch at the office (ones per week)

• Employee Assistance Program

• We work in hybrid working model

What You'll Need:

• Self -motivated with high personal accountability

• Resilient under pressure with strong time management

• Continuous improvement mindset

• Strong numerical aptitude and attention to detail

• Analytical mindset with problem -solving orientation

• Demonstrated ability to handle complex customer issues

• Strong communication skills across digital and phone channels

• Proactive, collaborative and curious

• Excellent problem-solving skills

• Fluency in English and Chinese language

• Interest in financial markets and trading (experience advantageous)

What you’ll do:

• Drive positive outcomes for customers in every interaction

• Navigate multiple digital platforms and systems with confidence

• Deliver consistently excellent customer service

• Collaborate with your team while managing your own workload independently

• Quickly learn and apply complex financial products and trading concepts

• De-escalate difficult situations calmly and professionally

Your role in the Team’s Success:

• Deliver digital -first support via Intercom across a range of query types

• Achieve high productivity and quality targets, with 80%+ CSAT scores consistently

• Collaborate wit h local and g lobal 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