Customer Service Executive I FX & CFDs

Overview:

You will provide support and issue resolution by ensuring excellent service is provided across all types of communications to our existing clients. You will answer all technical support questions, handle requests, and maintain a good company image.

What will you do:

• Process client requests and solve issues via live chat, phone call, and email by navigating multiple programs while paying attention to accuracy and detail.
• Escalate the issue to the appropriate specialist when needed via Salesforce or Jira.
• Update clients on their request status accordingly.
• Verify documents submitted by clients within specific regions on an hourly basis.
• Prepare and interpret reports and documentation as required in the role with acceptable detail and accuracy.
• Understand the company's business functions and roles by attending company seminars and meeting the required assessment target.
• Achieve quarterly KPI targets set by the CS manager.
• Perform other ad hoc tasks assigned by the manager.

What who are we looking for:

• Minimum 1 year of experience in customer support within a Forex brokerage.
• Proficient understanding of Forex markets and knowledge of Forex trading platforms.
• Experience with CRM systems, Confluence, Jira.
• Fluent Bahasa Malaysia(both written and spoken).
• Strong level of English language (both written and spoken).
• Readiness to work different shifts, including night shifts.