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Customer Service

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia VT Markets Full time 60,000 - 120,000 per year

Job Description

About Us

VT Markets is an award-winning multi-asset brokerage trusted by over 3 million traders in over 160 countries with 400 employees - and growing. Founded in 2015 with the mission to make trading accessible to everyone, VT Markets offers a robust trading environment, over 1000 tradeable instructions, ultra-low spreads, and lightning-fast execution. We are committed to providing excellent customer service and empowering modern traders to seize market opportunities. Our platform allows traders to trade anytime, anywhere, supporting them in their journey to build a safe financial future.

Your Role in VT Markets

Responsible for overseeing and managing customer service and operations teams across multiple countries, ensuring consistent standards in service quality, compliance, and operational efficiency across all regions. This role serves as a bridge between the headquarters and regional offices, driving cross-regional collaboration, enhancing customer experience, and leading the teams to achieve the company's overall operational goals.

Job Requirements

  • Education:
    Bachelor's degree or above in Business Administration, Operations Management, or a related field.
  • Work Experience:
    At least 5–7 years of experience in operations or customer service management. Candidates with experience in finance, forex, brokerage, or technology industries are preferred.
  • Regional Experience:
    Prior experience managing multi-country or cross-regional teams is an advantage.

  • Skills Requirements:

  • Excellent team leadership and communication skills.

  • Fluent in English; proficiency in other regional languages is a plus.
  • Strong data analysis and problem-solving abilities.
  • Familiar with CRM systems, customer service ticketing platforms, and data reporting tools.
  • Knowledgeable in client onboarding processes, KYC compliance, and post-sales support systems.
  • Background in the forex, CFD (Contract for Difference), or financial brokerage industry.
  • Experience working in multicultural environments and collaborating with international teams.
  • Ability to balance strategic thinking with strong execution capability.
  • Willingness to travel regionally.

Job Responsibilities

Regional Operations Management

  • Oversee and supervise the daily customer service and operations activities across all regions.
  • Ensure service quality, response time, and workflow compliance with company standards.
  • Regularly track and analyze regional KPIs/SLA performance and report results to management.
  • Standardize and optimize Standard Operating Procedures (SOPs) while adjusting flexibly according to the specific market conditions of each country.

Team Leadership and People Management

  • Lead and guide regional CSOP team leaders to develop team capabilities.
  • Conduct regular training sessions and performance evaluations to enhance professionalism and service awareness.
  • Establish cross-regional communication mechanisms to foster collaboration and resource sharing among teams.

Customer Experience and Quality Assurance

  • Take full responsibility for customer service quality, ensuring customer issues are resolved promptly and professionally.
  • Collect customer feedback, analyze root causes of issues, and propose improvement plans.
  • Work closely with Sales, Risk Control, and Compliance teams to optimize customer onboarding, maintenance, and service processes.

Compliance and Risk Control

  • Collaborate with the Compliance and Risk Control departments to ensure all regions strictly adhere to KYC, POA, POI, and other operational standards.
  • Identify potential risks and develop preventive measures to ensure business operations comply with legal requirements and company policies.

Reporting and Process Optimization

  • Provide regular reports on regional operational performance and propose improvement suggestions.
  • Promote automation tools and process optimization to enhance efficiency and accuracy.
  • Assist in implementing new policies, procedures, or system updates issued by headquarters.

Cross-Department Coordination

  • Collaborate with departments such as Sales, Marketing, HR, and Risk Control to support the achievement of business objectives.
  • Serve as the main communication bridge between headquarters and regional CSOP teams.
  • Participate in cross-departmental projects to improve overall customer experience and service processes.

Job Benefits

What We Offer

As official partners of Newcastle United F.C., VT Markets aspire to break the ancient boundaries of traditional personal finance. Through a culture of transparent and objective performance management, we are in constant pursuit of excellence, individually and collectively. Here, collaboration and intrapreneurship is incentivized and we aim to empower everyone to understand their contribution to strategic business outcomes through their individualized roles. You can expect personal growth as we aim to lead this fast-growing industry alongside a global team of diverse cultures across over 15 countries.

Your Journey After Applying

  • Screening interview with our talent acquisition partner.
  • Interview with your manager.
  • Second interview with 2nd-level manager.