Job Title
Customer Experience Associate (French)Job Description
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.
Your Team:
Compensation details will be shared by the recruiter during the first interview.
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 French 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
Number of openings
1Skills Required
- Fluency in English and French (written and verbal)
- Proven track record in customer service excellence
- Demonstrated ability to handle complex, sensitive customer issues
- Strong communication skills across digital and phone channels
- Excellent problem solving skills and analytical mindset
- Ability to master complex financial products and trading concepts rapidly
- Digital proficiency across multiple platforms and systems
- Strong numerical aptitude and attention to detail
- Empathy, emotional intelligence and ability to de-escalate difficult situations
- Self-motivated, resilient under pressure with strong time management
- Interest in financial markets and trading
- Previous experience with financial products, derivatives, or trading platforms
- Experience working in a fast-paced, target-driven environment
What We Do
We’ve been at the forefront of trading innovation since 1974, taking on the challenge to deliver an unmatched experience for our clients and raise the bar for tomorrow’s opportunities. Today, we’re a global fintech company incorporating the IG, tasty, IG Prime, Spectrum and DailyFX brands, with a presence in 18 countries across five continents – Europe, North America, Africa, Asia-Pacific and the Middle East. We’re an organisation of positive problem-solvers, united and inspired by our purpose, which is to power the pursuit of financial freedom for the ambitious. Our award-winning products and platforms empower go-getters the world over to unlock opportunities around the clock, giving them access to over 19,000 financial markets. Today, more than 400,000 clients call IG Group home. IG Group Holdings plc is an established member of the FTSE 250 and holds a long-term investment grade credit rating of BBB- with a stable outlook from Fitch Ratings
