Customer Experience Consultant (Spanish)

Job TitleCustomer Experience Consultant (Spanish)Job DescriptionMinimum compensation: starting from 8 000 PLN. The final offer will be determined based on the candidate's experience and competencies So, who are we?Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth. What you'll doDeliver exceptional customer service as part of IG Group's customer support team, providing digital -first support to global customer and handling a range of que ries on our products, markets and platforms. Work within a multi-national , high - performing team to deliver a n excellent customer experience w hile maintaining productivity and quality standards that exceed industry benchmarks. Key AccountabilitiesDeliver digital -first support via Intercom across a range of query typesAchieve high productivity and quality targets, with 80%+ CSAT scores consistentlyCollaborate wit h local and g lobal team members across our operations department to ensure seamless customer journeys and fast resolutionUnderstand when to escalate to senior team members to deliver the best outcomes for customersEnsure first -time resolution wherever possible, and take full ownership of each interaction and query for the best customer outcomesChampion customer experience and advocate for process improvementsContribute to training materials and process documentation What you'll need for this roleKey Qualification Requirements:Customer FocusGenuine passion for customer service excellenceEmpathy and emotional intelligence in client interactionsAbility to de -escalate difficult situations professionallyDrive to achieve positive customer outcomes Professional Standards Self -motivated with high personal accountabilityResilient under pressure with strong time managementCollaborative approach while maintaining individual productivityContinuous improvement mindsetAdditionally for the position apart of English, it is required either: French, Spanish, Italian or German. Technical ExcellenceStrong numerical aptitude and attention to detailAnalytical mindset with problem -solving orientationAbility to master complex financial products and trading concepts rapidlyDigital proficiency across multiple platforms and systems EssentialProven track record in customer service excellenceDemonstrated ability to handle complex, sensitive customer issuesStrong communication skills across digital and phone channelsProactive, collaborative and curiousExcellent problem solving skillsFluency in Spanish and English (written and verbal)Interest in financial markets and trading (experience advantageous) DesirablePrevious experience with financial products, derivatives, or trading platformsExperience working in fast -paced, target -driven environment How we workWe try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office -- which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction: Lead and Inspire: Drives trust, alignment, and enthusiasmThink Big: Focus on the problems that most impact commercial outcomesChampion the client: Understand and prioritise client's needsDeliver at pace: Push for fast, sustainable growth;Raise the bar: Take ownership, be accountable and share feedback We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here. The PerksYour growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.Hybrid working Home office equipment reimbursement Annual financial bonusPrivate medical cover for you and your family/partner (Medicover)Multikafeteria system (you can choose a multisport card, vouchers, etc.) Life insurance (Generali) Employee-led LGBTQ+, Women’s, Black, and Parents & Carers networks with an annual budget for organizing events & projects that foster an open, diverse, and inclusive culture Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platformWell-being events as well as Employee Assistance ProgrammeSummer picnic, New Year party and other social events 3 additional days off a year - 1 to celebrate your Birthday and 2 for voluntary work 😊 Learn more about the Perks here! Join us for this exciting journey. Apply now!Number of openings1