{"id":4169501,"url":"https://alion.io/job/ig-customer-experience-associatechinese-speaker","title":"Customer Experience Associate(Chinese Speaker)","company":{"id":38407,"name":"IG","domain":"ig.com","url":"https://alion.io/company/ig","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":7,"ghost_share":0,"stale_share":0.143,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false}],"status":"live","first_seen_at":"2026-11-12T14:21:39Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T14:21:39Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Title\nCustomer Experience Associate(Chinese Speaker)Job Description\nSo, who are we?\nIG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m 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.\nYour team\nAs a Customer Experience Associate, you'll help deliver world-class and industry-leading trading support to our global client base. We're looking for people who have a passion for excellent client experience and financial markets, and who have an interest in learning more about this exciting field!\nYour role in the Team's Success\nDeliver 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 an excellent customer experience while maintaining productivity and quality standards that exceed industry benchmarks.\nWhat you'll do\nDeliver multi-channel support across calls, live chats and emails (via Intercom and our telephony platform), handling a range of query types \nWork on a 5-day rotational shift schedule. \nAchieve high productivity and quality targets, maintaining 80%+ CSAT scores consistently \nCollaborate with local and global team members across our operations department to ensure seamless customer journeys and fast resolution \nUnderstand when to escalate to senior team members to deliver the best outcomes for customers \nEnsure first-time resolution wherever possible, taking full ownership of each interaction and query \nChampion customer experience and advocate for process improvements \nContribute to training materials and process documentation \nCore Competencies\nCustomer Focus\nGenuine passion for customer service excellence \nEmpathy and emotional intelligence across voice and written interactions \nAbility to de-escalate difficult situations professionally \nDrive to achieve positive customer outcomes \nProfessional Standards\nSelf-motivated with high personal accountability \nResilient under pressure with strong time management \nFlexibility and adaptability to work effectively across rotational shifts \nCollaborative approach while maintaining individual productivity \nContinuous improvement mindset \nTechnical Excellence\nStrong numerical aptitude and attention to detail \nAnalytical mindset with a problem-solving orientation \nAbility to master complex financial products and trading concepts rapidly \nDigital proficiency across multiple platforms and systems \nWhat you'll need for this role\n Fluency in Chinese (Mandarin) is mandatory for this role.\nCustomer-facing experience, especially a demonstrated ability to handle complex, sensitive issues \nGenuine passion for customer service excellence \nStrong communication skills across voice and written channels, with the ability to adapt tone and clarity to the customer and the medium \nStrong numerical and reasoning aptitude, with the ability to interpret data and grasp new concepts quickly \nWillingness and availability to work rotational shifts, including evenings, weekends and public holidays as part of a 24/7 support operation \nProactive, collaborative and curious \nExcellent problem-solving skills \nFluency in English (written and verbal) \nInterest in financial markets and trading/investing \nDesirable\nPrevious experience with financial products, derivatives, or trading platforms \nExperience in a multi-channel contact centre or fast-paced support environment \nHow we work\nWe 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:\nLead and Inspire: Drives trust, alignment, and enthusiasm \nThink Big: Focus on the problems that most impact commercial outcomes \nChampion the client: Understand and prioritise client's needs \nDeliver at pace: Push for fast, sustainable growth; \nRaise the bar: Take ownership, be accountable and share feedback \nWe 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.\nThe Perks\nYour 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.\nLearn more about the Perks here!\nJoin us for this exciting journey. Apply now!\nNumber of openings\n1","description_format":"text","description_chars":5431,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Chinese","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Online Brokerage & Trading Platforms","Forex & CFD Brokers"],"lifecycle":[{"event":"open","at":"2026-11-12T14:21:39Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":15,"reasons":["conf:2","win:early"],"computed_at":"2026-11-12T17:09:21Z"},"pay":null,"html_url":"https://alion.io/job/ig-customer-experience-associatechinese-speaker","json_url":"https://alion.io/job/ig-customer-experience-associatechinese-speaker.json","meta":{"generated_at":"2026-11-12T17:09:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":36037,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":38407},"rest":"https://alion.io/mcp/rest/get_company?id=38407"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fig-customer-experience-associatechinese-speaker"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fig-customer-experience-associatechinese-speaker"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fig-customer-experience-associatechinese-speaker"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ig-customer-experience-associatechinese-speaker\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fig-customer-experience-associatechinese-speaker"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4169501}},{"tool":"search_jobs","arguments":{"company":"ig.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4169501},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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