Job Description

Job Title :

Client Support Associate / Specialist

Vacancy :

1x Malay + Mandarin Speaker

1x Hindi Speaker

1x Thai Speaker

Line Manager :

Head of Client Experience & Success

Department :

Client Support

Location :

TTDI/ Damansara, Malaysia

Company :

Online Trading / Forex & CFD broker

With over 50 years of combined industry experience, our management team are passionate about building a brokerage to compete with the most reputable brands in the industry. We are focused on building our own path, through superior technology and excellent service with a clear understanding of our client's needs. Along with a wide range of available products including Forex, Cryptos, Indices, Shares and Commodity CFDs, we also provide excellent learning resources and market analysis, superfast execution, competitive leverage, and exceptional customer service.

Our culture is being driven by our core values which are Integrity, Collaboration, Curiosity, Tenacity and Excellence. We treat our colleagues with respect and kindness, we work as a team and a family, we are detail orientated and think outside the box. We are determined, have a great work ethic and we work in a fast-paced environment.

We are expanding at a fast pace and there are lots of opportunities for input and growth within your role. If you are interested in joining us at this exciting time, then read on!

About the role:

This role is focused on delivering a seamless and positive experience to every client by providing timely, professional, and empathetic support. You'll play a key part in addressing client inquiries, resolving issues, and ensuring overall satisfaction throughout their journey with us. The ideal candidate thrives in a fast-paced environment, values clear communication, and takes pride in creating meaningful client interactions that reflect The Company's commitment to service excellence.

Key Responsibilities:

Manage client interactions through chats, emails, and phone calls effectively and professionally. Identify and assess customers' needs to ensure high satisfaction. Respond to inquiries from new leads and existing clients via phone, chat, and email. Provide timely and accurate support within the designated service level. Maintain detailed and accurate records of all communications in the CRM system. Liaise with other departments to resolve client issues that require further investigation. Conduct follow-ups and schedule callbacks to ensure optimal outcomes and satisfaction. Adhere to standard operating procedures and protocols. Proactively stay informed about financial markets, the FX/CFD industry, and new platforms/products. Collaborate with the support team to optimize time, resources, and client feedback management. Consistently meet or exceed departmental and individual performance targets. Adapt quickly to changing workflows, technologies, and business needs.

Requirement:

Minimum diploma in any field or equivalent working experience. Strong verbal and written communication skills in

Malay + Mandarin / Hindi / Thai and English is essential.

Possess at least 2 years of customer service experience are preferred, ideally from the Forex/CFD industry or with experience in personal trading.

Strong critical thinking and problem-solving abilities. Proficiency in Microsoft Office applications. Ability to work well under pressure in a fast-paced environment.

Eagerness to learn about financial markets, the CFD industry, and The Company's platforms.

Open-minded, collaborative, and committed to long-term career growth and professional development.

Benefits & Perks

Flex Your Week - 3 office days + 2 WFH days = the perfect balance 15 days of annual leave (starting) plus 1 day for your birthday - take time to relax and celebrate Medical & insurance - coverage starts after probation Parking cost reimbursement - we'll cover your monthly parking expenses 4 weeks of 'work from anywhere' - flexibility to work remotely Access to our Learning & Development platform - grow your skills anytime Fully stocked pantry - snacks, drinks, and coffee at your fingertips Free monthly team lunch - enjoy great food with great company Regular social activities and team meals - we like to have fun together!
Job Type: Full-time

Pay: RM3,000.00 - RM5,200.00 per month

Benefits:

Free parking Health insurance Professional development
Schedule:

Rotational shift
Supplemental Pay:

Performance bonus
Application Question(s):

How many years of experience do you have in customer service? Have you ever worked for a forex broker? If yes, which company or broker? Do you have personal trading experience? If yes, which platform or broker do you use? Are you willing to work on rotational shifts? What is your current salary (in MYR)? Please specify base salary, fixed allowances, variable allowances, bonuses, etc. What is your expected salary (in MYR)? What is your notice period (in days)? Which languages are you fluent in? Malay/ Mandarin/ Thai/ Hindi/ English
Work Location: In person