ABOUT FREETRADE Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, keeping millions from making the most of their savings. We’re changing that. We’re building our team and looking for people who are excited to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in. 2026 is a big year for us. Last year, we announced a game changing deal to become part of the IG Group. We’ll continue to operate as an independent business while gaining access to the resources and support of an established leader in the space. This year, we’re accelerating our roadmap and taking our products to the next level. We’re building new features like mutual funds, bonds, and family investment tools. We’re also exploring how we can leverage AI to deliver an even better experience for our customers. About the team The purpose of this role is to provide a high-quality and responsive service to our customers, acting as a key point of contact for customer queries. The role supports the wider business by ensuring customers receive clear, accurate and timely information, helping to resolve queries and issues efficiently and contributing to a positive overall customer experience. Customer contact will primarily be through written channels, with the potential for the role to support customers by telephone in the future. The role will work closely with colleagues across the business, escalating queries where appropriate and sharing customer feedback to help improve our services and processes. What you’ll do - Respond to customer queries through our written support channels in a timely and professional manner to provide customers with clear, accurate and helpful support. - Review and understand customer enquiries to identify their needs and provide the appropriate information or resolution. - Resolve routine customer queries and issues in line with company procedures to deliver a consistent and positive customer experience. - Escalate complex, sensitive or unresolved queries to the appropriate colleague or team to ensure customers receive the correct level of support. - Keep customers informed of the progress of their queries to manage expectations and maintain a high standard of service. - Maintain accurate records of customer interactions and actions taken to ensure information is available for effective follow-up and reporting. - Develop and maintain knowledge of the company’s products, services, policies and processes to provide customers with accurate and up-to-date information. - Follow relevant company procedures, including data protection, security and regulatory requirements, to ensure customer information is handled appropriately. - Identify recurring customer queries, issues and feedback and share these with the wider team to support improvements to processes and the customer experience. - Support customers through additional communication channels, including telephone calls where required, to meet the evolving needs of the customer service function. About you - Basic understanding of customer service principles and the importance of delivering a positive customer experience. - Understanding of how to communicate clearly, professionally and appropriately with customers through written communication channels. - Basic knowledge of using digital systems and online communication tools, with the ability to learn new customer support systems. - Understanding of the importance of following defined procedures and guidance when responding to and resolving customer queries. - Awareness of data protection, confidentiality and the importance of handling customer information securely. - Understanding of when a customer query should be escalated to a more experienced colleague or another area of the business. - Knowledge of the company’s products, services, policies and customer processes, which can be developed through training and experience in the role. - Awareness of appropriate telephone communication and customer service practices, where telephone support is required. - Previous experience in a customer service, customer-facing or service-based environment is desirable but not essential. - Experience of communicating with customers or members of the public, either verbally or in writing, would be beneficial. - Experience of using computer-based systems, online platforms or digital communication tools is desirable. Previous experience using a customer messaging or support system would be advantageous but is not required. - Experience of working as part of a team and contributing towards shared objectives would be beneficial. - No specific minimum period of customer service experience is required, as full training will be provided. BENEFITS & LOGISTICS Freetrade is the place to accelerate your career. Our benefits package and ways of working are designed to attract and retain the most talented people who are dedicated to making an impact at Freetrade. Hybrid working culture We’re operating in a hybrid model: 3-days in-office / 2-days from home. We believe great collaboration happens in person and our beautiful offices in central London and Budapest are designed to bring people together. 🏢 Office days: Monday, Tuesday, Thursday 🏡 Work from home days: Wednesday, Friday Values - at Freetrade we live and breathe our values: Honesty, Focus and Grit. Expect to be asked about these in your interview! Benefits In Budapest: - Competitive salary - carefully benchmarked. - Bonus Scheme - join us and share in our growth. Bonuses are linked to both company success and your individual impact. - Sickness coverage - You get a 100% coverage up to 15 days/annum. - Cafeteria - an annual budget to spend at your discretion, whether by adding it to your SZÉP card, covering car-sharing expenses, or using it toward your rent. - Health Insurance: Our Medicare Blue package provides annual preventive exams, outpatient care, diagnostic tests, and one-day surgeries. Employees also benefit from extensive dental coverage, including annual screenings, professional hygiene treatments, and specialised care for both acute and scheduled dental needs. - Enhanced paternity leave: 4 weeks of 100% paid company leave, in addition to the 10 days of statutory leave in Hungary, in total 6 weeks. - Employer voluntary pension contributions - with basic and enhanced options to support your long-term financial wellbeing. - Learning & Development - We fund industry qualifications like the Investment Operations Certificate (IOC) so you can grow as a financial services professional. - Option to Work From Anywhere - for up to four weeks per year. - Holidays - enjoy an extra day off for your birthday, plus an additional day of leave for every year you spend with us. Interview Process We keep things simple and transparent. Our process typically includes: - Initial interview – A chat with one of our Talent Specialists. - Hiring Manager interview – A deep dive into your skills and experience. - Executive interview – A conversation with our stakeholders, where we also assess cultural fit. We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. To find out more about how we look after your personal data when you apply for a job with us, please see our Recruitment Privacy Policy here. https://freetrade.io/legal/privacy-policy Please note we are not accepting agency CVs.

Customer Service Associate

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