Customer Experience Associate (English)
$8,000–$8,000 year
HybridKraków, Lesser Poland, Poland
Job Summary
Deliver exceptional digital-first customer support via Intercom, handling complex queries across IG Group's products and platforms while maintaining productivity and quality standards. Achieve high CSAT scores of 80%+ and ensure first-time resolution by taking full ownership of each interaction and escalating appropriately when needed. Collaborate with local and global team members to streamline customer journeys and champion process improvements through contributions to training materials and documentation. Fluency in English and German is required alongside strong numerical aptitude and the ability to rapidly master complex financial trading concepts. This role supports IG Group's mission to serve over 1.3 million global customers within a high-performing, multi-national team.
Required Qualifications
- Proven track record in customer service excellence
- Fluency in English & German (written and verbal)
- Demonstrated ability to handle complex, sensitive customer issues
- Strong communication skills across digital and phone channels
- Proactive, collaborative and curious
- Excellent problem-solving skills
- Interest in financial markets and trading
- Customer Focus
- Genuine passion for customer service excellence
- Empathy and emotional intelligence in client interactions
- Ability to deescalate difficult situations professionally
- Drive to achieve positive customer outcomes
- Self-motivated with high personal accountability
- Resilient under pressure with strong time management
- Collaborative approach while maintaining individual productivity
- Continuous improvement mindset
- Strong numerical aptitude and attention to detail
- Analytical mindset with problem-solving orientation
- Ability to master complex financial products and trading concepts rapidly
- Digital proficiency across multiple platforms and systems
- Must be available for weekend shifts
- Must be able to lift 50 lbs
Desired Qualifications
- Previous experience with financial products, derivatives, or trading platforms
- Experience working in fast-paced, target-driven environment
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