Client Services Specialist - Japanese SpeakerPlease 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 mostprehensive 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 follow up on the inquiriesplaints 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 andpliance issues.Collaborate with internal teams within the Retail Services Division, Settlements andpliance, 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.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 first-class trading experience.Are you the one?Proven experience in a customer service role, preferably within the financial services industry.Excellentmunication and interpersonal skills with the ability to empathize with clients.Native or Native Level Japanese and English 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.Self-driven and proactive Mindset, not afraid of taking on challenges or responsibilities.This role entails the need for the candidate to be able to work on rotating daytime shifts.Axi's bag of delights 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 (24 hours toplete) 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 ourmitment to legalpliance, 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 any fees related to the recruitment of the candidate represented in the unsolicited resume.Job ID 4336034007
