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    Customer Success Specialist - Malaysia, Kuala Lumpur - Axi

    Axi
    Axi Malaysia, Kuala Lumpur

    6 days ago

    Default job background
    Full time
    Description

    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 most comprehensive 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

    You will be part of our dynamic team in the retail services department and play a crucial role in driving growth in the APAC market. As a member of our team, you will focus on enhancing client satisfaction and ensuring a seamless customer journey.

    Your EDGE Assignment/You Will:

    • Enhance end-to-end client conversion experience to boost NTC conversion rates.
    • Ensure high-quality conversion leading to 2nd deposit and quality trading.
    • Address client complaints following internal policies and delivering compliance-approved responses.
    • Resolve customer challenges related to the first-time trade, including registration, verification, deposit, and terminal usage.
    • Collaborate with internal stakeholders to improve the onboarding experience and enhance the overall lifetime customer experience.
    • Manage retention and churn performance in the APAC region.
    • Improve end-to-end client retention experience to decrease churn rates and increase lifetime value.
    • Proactively engage with customer segments strategically to maximize the entire customer portfolio.
    • Increase customer lifetime value by providing tailored offers and nurturing customer relationships.
    • Reactivate dormant customers in the market.
    • Collaborate with the marketing department to develop effective campaigns for churn reduction and increased customer lifetime value.
    • Understand the entire customer and partner lifetime journey, working closely with other teams to provide a coherent customer experience.

    Are you the one

    • Min 6 months experience in FX conversion-retention role, OR Min 1 year of performing outbound sales calls (to warm-hot leads in financial industry).
    • Has background in using MS office tools, soft phone and online chat tools.
    • To be able to speak in fluent Malay and professional English communication skills.
    • Detailed person.
    • Flexible enough to adapt to the volatile demand of the market.
    • Risk taker and can easily identify and seize opportunity.

    Axi's bag of delights

    • 21 days annual leave per year.
    • 15 days of Public Holiday replacement leave to take at a time personally important to you.
    • Classpass subsidized membership.
    • Health and Dental Insurance for self and option to include dependents.
    • Extensive learning opportunities, such as professional training & certifications and soft skills development.

    Axi's interview journey

    • Talent Acquisition Interview (45 mins - 1 hour).
    • Hiring Manager Interview (1 hour).

    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.

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