Customer Experience Associate ( Chinese) w Kraków, Polska

Customer Experience Associate ( Chinese)

Kraków

So, who are we?

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 bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.

Join us at IG – the future gets built here.

What you'll do

Compensation details will be shared by the recruiter during the first interview. This is a one-year FTC contract.

Deliver exceptional customer service as part of IG Group's customer support team, providing digital -first support to global customer and handling a range of queries on our products, markets and platforms. Work within a multi-national , high - performing team to deliver a n excellent customer experience w high maintaining productivity and quality standards that exceed industry benchmarks.

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

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

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, sensitive 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)

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