Client Success Specialist (Japanese)

The role

The Client Success Specialist provides multi-channel support to clients to ensure positive outcomes and retention. This role involves delivering tailored guidance to client segments and conducting trade investigations.

What you will do

• Deliver high-quality, multi-channel support to clients.
• Tailor support in line with defined client segments.
• Support client retention by providing accurate guidance and practical insights.
• Identify and share relevant trends and observations with internal teams.
• Collaborate with internal stakeholders to resolve client issues.
• Apply a solution-oriented approach to identify root causes.
• Adhere to CX Charter, internal policies, and regulatory requirements.
• Handle escalations professionally with clear communication and documentation.
• Conduct layer-1 trade investigations and validations.
• Escalate complex matters to senior managers or relevant stakeholders.

Required qualifications

• Proven experience in customer service.
• Strong interest in the forex and financial services industry.
• Excellent communication and interpersonal skills.
• Native Japanese.
• Strong verbal and written communication skills in English.
• Strong problem-solving abilities.
• Keen attention to detail.
• Ability to work well in a team environment.
• Proficiency in using CRM and service desk systems.
• Ability to multitask and prioritize workload in a fast-paced environment.
• Self-driven and proactive mindset.

Benefits

• 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
• Quarterly allowance benefit

Before you apply

• Candidates must have the appropriate rights and documentation for employment in Malaysia.
• Talent Acquisition Interview (45 minutes)
• Take Home Assessment (1 day)
• Final Interview (45 minutes)

About the company

Axi is a global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. The business is a multifaceted brokerage with offices in six regions.