Client Services Specialist

4 weeks ago

Kuala Lumpur, Kuala Lumpur, 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

As a Client Services Specialist, you will play a pivotal role in delivering exceptional customer service and ensuring client satisfaction. You will serve as a key point of contact for our valued clients, providing them with expert guidance, resolving issues, and building strong relationships.

Your EDGE assignment/You will:

  1. Be the primary point of contact for clients, delivering personalized support and addressing their inquiries, concerns, and requests in a timely, empathetic, and professional manner.
  2. Proactively and effectively manage and follow up on the inquiries/complaints of the current/prospective clients in accordance with established internal policies and department SOPs.
  3. Perform trade investigation/validation/affirmation for MT4.
  4. Escalate any cash adjustments required and compliance issues.
  5. Collaborate with internal teams within the Retail Services Division, Settlements, and Compliance, to deliver a highly personalized client experience.
  6. Understand customers' needs and convert constructive feedback to management.
  7. Manage escalations to Senior managers and relevant Stakeholders as appropriate.
  8. Ensure adherence to quality standards, regulatory requirements, and protocols while meeting KPI and SLA consistently both individually and as a team.
  9. Be the subject matter expert with Axi's trading products and platforms and keep up to date on general market conditions to attend inquiries and provide a first-class trading experience.
Are you the one?
  1. Proven experience in a customer service role, preferably within the financial services industry.
  2. Excellent communication and interpersonal skills with the ability to empathize with clients.
  3. Fluent in English and Urdu (verbal and written) is a must to deal with Thai speaking clients.
  4. Strong problem-solving abilities and a keen attention to detail.
  5. Ability to work well in a team environment and collaborate effectively with colleagues and other departments.
  6. Proficiency in using CRM and Service desk systems, preferably Zendesk and Salesforce.
  7. Ability to multitask and prioritize workload in a fast-paced environment.
  8. Commitment to continuous learning and professional development.
  9. Self-driven and proactive mindset, not afraid of taking on challenges or responsibilities.
  10. This role entails the need for the candidate to be able to work on rotating shifts and weekends.
Axi's bag of delights
  1. Competitive and attractive compensation.
  2. Extensive learning opportunities, such as professional training and certifications and soft skills development.
  3. 21 annual leave days per year.
  4. Health Insurance
Axi's interview journey
  1. Talent Acquisition Interview (45 minutes)
  2. Take Home Assessment (1 day)
  3. Hiring Manager Interview (1 hour)
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.

At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions-whether in hiring, compensation, training, performance reviews, or termination-based on merit and without bias, ensuring equal opportunities for everyone.
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