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Senior Client Services Specialist | Kuala Lumpur, MY

2 months ago

Malaysia AXI Full time

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Malaysia.

Who we are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you do at Axi

Join our dynamic team as a Senior Client Services Specialist, where you will play a pivotal role in delivering exceptional stakeholder support and ensuring a seamless experience for participants in the Axi Select program. This role is perfect for seasoned Customer Service Executives with a robust background in the Forex market and extensive experience with the MT4 trading platform. You will be at the forefront of resolving trading-related issues and enhancing our service standards.

Your EDGE assignment/You will
  • Provide timely and professional responses to client inquiries across various social communities, including Zendesk. Address internal Axi Select queries through Jira tickets with expertise and efficiency.
  • Utilize your deep understanding of MT4 to investigate and resolve errors related to Axi Select. Oversee the copying process, ensure accuracy, compare MT4 statements, and request necessary adjustments. Restore client accounts promptly and effectively resolve trading issues.
  • Escalate complex issues to developers and relevant teams, collaborating closely with various departments to tackle technical and operational challenges. Your insights will contribute to continuous improvement initiatives.
Are you the one?
  • Proficiency in MS Excel and a solid grasp of the MT4 trading platform are essential. Basic knowledge of REST API is a plus.
  • Demonstrated ability to compare data from multiple sources with strong attention to detail, precision, and stress resistance.
  • Extensive experience in customer service within the Forex industry, with a proven track record of handling complex client issues.
  • In-depth understanding and hands-on experience with the Forex market are required.
  • Familiarity with Salesforce and Zendesk will be advantageous.
  • Exceptional communication skills, with the ability to convey technical concepts clearly and effectively.
Axi's bag of delights
  • Competitive and attractive compensation.
  • Extensive learning opportunities, such as professional training and certifications and soft skills development.
  • 21 annual leave days per year.
  • Health Insurance
Axi's interview journey
  • First round of Interview with Talent Acquisition team (45 minutes).
  • Second round of Interview with Hiring Managers (1 hour).
  • Final round with Country General Manager (30 minutes).
We want to inform all prospective candidates that Axi's designated Employer of Records (EOR) in Malaysia is TDCX. As part of our commitment to legal compliance, all Axi Malaysia employees will be officially working under TDCX Malaysia.

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment any fees related to the recruitment of the candidate represented in the unsolicited resume.

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