Retail Services Associate

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Axi Full time
Retail Services Associate (Pakistan market, Urdu speaker)Axi Kuala Lumpur, Malaysia Apply now Posted 11 days ago Permanent Competitive

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 Retail Services Associate, your role is to work in the retail services department to help drive growth in Pakistan and APAC English speaking market by acquiring new clients and helping retain the existing ones.

Your EDGE Assignment/You Will:

  • Responsible for conversion performance of Pakistan and APAC English speaking market.
  • Responsible for end-to-end client's conversion experience to increase NTC conversion rate.
  • Responsible for proactively touching all leads as early as possible and for improving engagement rate.
  • Responsible for high quality conversion that organically extends to 2nd deposit and quality trading.
  • Handle Client complaints in accordance with established internal policies and deliver compliance approved responses to clients when requested.
  • Solve customer's various challenges for the first-time trade, including, but not limited to, registration, verification, deposit, and terminal usage.
  • Work closely with all internal stakeholders to improve onboarding experience of the customer and improve lifetime customer experience.
  • Responsible for retention and churn performance of Pakistan and APAC English speaking market.
  • Responsible for end-to-end client's retention experience to decrease churn rate and to increase lifetime value.
  • Responsible for proactively touching all customer segmentations in a strategic way to maximise entire customer portfolio - Productivity management.
  • Responsible for increasing customer lifetime value by providing the most adequate offer to customers - Nurturing.
  • Also responsible for reactivating the dormant customers in the market.
  • Actively working with marketing department to develop effective marketing campaigns to decrease churn rate and to increase customer lifetime value.
  • Understand entire customer lifetime journey and partner lifetime journey and work closely with other teams in commercial to provide coherent customer experience across customer's lifetime journey.

Are you the one?

  • Fluent in English and Urdu (verbal and written) is a must to deal with Pakistani clients.
  • Experience with cold calling/outbound sales/tele sales is required (preferably B2C).
  • Working knowledge of financial markets and trading required or has a great passion to develop knowledge and career in FX, CFD, and Crypto trading.
  • Ability to work effectively independently and within a diverse global team.

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 Manager (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.

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 of any fees related to the recruitment of the candidate represented in the unsolicited resume.

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. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.

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