Client Services Associate

📋 Description

• • As a Client Services Associate at XN Limited (EXANTE), you will be the primary ambassador for our brand, serving as the crucial first point of contact for our valued clients. Your role is pivotal in ensuring an unparalleled service experience, characterized by prompt, professional, and personalized support across multiple communication channels.
• • You will be responsible for expertly managing a diverse range of client inquiries, including those received via email, live chat, and phone calls. A key aspect of this role involves adhering to and exceeding established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring that every client interaction is efficient and effective.
• • Delivering exceptional customer support is at the core of this position. This entails a deep understanding of client needs, employing a proactive and empathetic approach to identify challenges and provide tailored solutions. Your ability to solve tasks with an individual approach will be highly valued, fostering client loyalty and satisfaction.
• • A significant part of your responsibility will involve acting as a liaison between clients and our internal teams. You will skillfully coordinate with various departments to resolve more complex inquiries, ensuring that clients receive accurate and comprehensive answers in a timely manner.
• • When necessary, you will expertly navigate client inquiries to the most appropriate departments, ensuring seamless internal communication and efficient problem resolution. This requires a broad understanding of the company's structure and service offerings.
• • Maintaining a comprehensive and up-to-date knowledge of EXANTE's proprietary trading platform, its diverse range of financial instruments (stocks, ETFs, bonds, futures, options), and the broader financial markets and industry is essential. This expertise will empower you to provide informed and confident support to our clients.
• • You will play a vital role in upholding and enhancing the positive image and reputation of EXANTE. Every interaction should reflect our commitment to professionalism, integrity, and client-centricity.
• • Beyond direct client support, you will contribute to ongoing operational improvements and strategic projects. This includes actively participating in the upkeep and enhancement of our Frequently Asked Questions (FAQ) database and contributing to the development and maintenance of internal documentation, ensuring knowledge is shared effectively across the team.
• • Regular and constructive communication with your line manager, the Head of Client Services, is expected. You will be encouraged to share feedback, insights, and suggestions for service improvement, contributing to the continuous evolution of our client support strategy.
• • This role demands a proactive and adaptable mindset, comfortable working within a fast-paced, dynamic environment that is characteristic of a leading wealth tech company. Your ability to manage multiple tasks effectively and prioritize efficiently will be key to your success.
• • You will be expected to work shifts, demonstrating flexibility to meet the needs of our global client base and ensure continuous support coverage.
• • Embracing a hands-on, can-do attitude is crucial. You will be encouraged to think creatively, identify solutions proactively, and go the extra mile to ensure client satisfaction and contribute to the company's growth and retention objectives.
• • As part of a rapidly expanding global firm with over 700 employees across 70 locations, you will have the opportunity to collaborate with a diverse, international team and contribute to shaping the future of finance through innovative technology and exceptional client service.