Client Services Executive at ThinkMarkets

Client Services Executive

ThinkMarkets is a global online brokerage firm, specializing in Foreign Exchange and Commodities trading. Our mission is to disrupt the brokerage industry with our technology platform, superior data insights and marketing practices. We are seeking a Client Services Executive to join our rapidly growing global workforce based in Johannesburg.

This person will be the first point of contact supporting our potential and existing clients in day-to-day trading activities. An ideal candidate will have a passion for financial markets and trading that will add value to each client interaction, directly contributing to improving the client experience. This position is key in the company's client acquisition and retention strategy, so your demeanor should strongly reflect our core values.

Responsibilities:

• Become familiar with and understand our company's processes, products, and sales techniques
• Act as a primary contact for clients in relation to queries and service-related issues
• Use your understanding of the product and processes to resolve client inquiries, and progress the client in the account opening, funding, or trading process
• Utilize a sound business awareness to spot and utilise cross-sell and up-sell opportunities during client interactions
• Keep accurate record of client communications by regularly updating CRM entries and recording all your activities
• Provide sales support and refer leads to relevant sales teams
• Liaise with various other departments within ThinkMarkets including but not limited to trading, compliance, and sales to investigate client queries
• Respond to all customer services enquiries in a friendly, efficient, and timely manner according to Service Level Agreements (SLAs)
• Carry-out platform demonstrations with clients across various desktop, mobile and tablet devices
• Maintain ThinkMarkets' service quality standards and ensure clients' needs and queries are resolved quickly and efficiently
• Assist clients over the telephone, live chat, and support tickets to calculate swap rates, margin requirements and other financial calculations related to trading and financial markets
• Adherence to the company's policies, code of conduct, and treating customers fairly
• Build strong working relationships with key business partners to help support and grow the reputation and success of the business
• Provide management with suggestions for improvements as needed
• Produce reports and Management Information (MI) for senior management

Requirements:

• Demonstrated critical thinking and problem-solving skills within a fast-paced environment
• A team-player to collaborate with colleagues and other stakeholders to meet personal, departmental and group KPI's
• Have excellent communication skills to deliver first class customer service and support to all client types including private clients, partners, and institutions
• Effective communication with line management, colleagues in SA and the rest of the world

KPI's:

• Completion of all online courses through the ThinkMarkets Learning Portal
• Completion of the required CPD points annually to maintain FAIS rep status
• Correct workflow escalations on Jira
• Accurate capturing of client communication on Salesforce
• Achieving of cross-selling targets that will be set monthly by line manager
• Effective assistance with trade investigations
• Effective presentation of the functionalities of our platforms
• Live chat satisfaction rate of at least 95% or above
• Handle incoming calls with confidence and maintaining an abandonment rate of below 95%