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Client Service Specialist

2 weeks ago

Kuala Lumpur, Malaysia Axi Full time

Client Service Specialist

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:

- 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. Proactively and effectively manage and
- up on the inquiries/complaints of the current/prospective clients in accordance with established internal policies and department SOPs.
- Perform trade investigation/validation/affirmation for MT4.
- Escalating any cash adjustments required and compliance issues.
- Collaborate with internal teams within the Retail Services Division, Settlements and Compliance, to deliver a highly personalized client experience.
- Understand customers 'needs and convert constructive feedback to management.
- Manage escalations to Senior managers and relevant Stakeholders as appropriate.
- Ensure adherence to quality standards, regulatory requirements, and protocols while meeting KPI and SLA consistently both individually and as a team.

Are you the one?
- Proven experience in a customer service role, preferably within the financial services industry.
- Excellent communication and interpersonal skills with the ability to empathize with clients.
- Native in Mandarin & English, and professional level in Malay languages.
- Strong problem-solving abilities and a keen attention to detail.
- Ability to work well in a team environment and collaborate effectively with colleagues and other departments.
- Proficiency in using CRM and Service desk systems, preferably Zendesk and Salesforce.
- Ability to multitask and prioritize workload in a fast-paced environment.
- Commitment to continuous learning and professional development.
- Self-driven and proactive Mindset, not afraid of taking on challenges or responsibilities.
- Comfortable working on hybrid work mode.

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
- Talent Acquisition Interview (45 minutes)
- Take Home Assessment (1 hour)
- Hiring Manager Interview (1 hour)

Job ID 4379713007