Client Services Associate (Bilingual - EN & CN)

Role Scope Summary

As a Client Services Associate, you will champion the client by delivering exceptional customer support across multiple channels. You will play a key role in maintaining service quality, operational efficiency, and strong client relationships while contributing to continuous process improvements.

Reporting Line

This position reports to the Team Leader - Client Services, based in Kuala Lumpur (Malaysia).

Job Type

Permanent, Full-time

Shift work (including weekends and public holidays)

Location

Kuala Lumpur, Malaysia

Key Position Responsibilities

• Provide exceptional customer support via live chat, email, and phone in accordance with quality standards and KPIs.
• Offer dedicated support to Mandarin-speaking clients through both verbal and written communication
• Monitor and respond to client inquiries across various channels, ensuring timely, accurate, and empathetic resolutions.
• Record and catalogue client issues and requests to generate actionable insights for management.
• Maintain and update the Website Support Page and Knowledge Base to ensure content remains current and accurate.
• Contribute to the continuous improvement of client communication channels and operational processes.
• Assist clients with account verification and general account management queries.
• Escalate complex or high-risk issues appropriately in line with internal procedures.
• Uphold strong work ethics and professionalism while managing responsibilities effectively.

Key Position Requirements

• Fluency in both English and Mandarin (verbal and written).
• Demonstrated experience working in a similar client-facing or customer support role.
• Strong customer focus with the ability to understand client needs and deliver excellent service.
• Excellent written and verbal communication skills.
• High attention to detail and ability to maintain quality in a fast-paced environment.
• Strong relationship-building skills, both internally and externally.
• Ability to exercise sound judgment and act with integrity.
• Ability to collaborate effectively within a team environment.
• Proficiency in technology and systems, including Microsoft Office applications, Slack, Salesforce, and CRM software.
• Relevant bachelor’s degree (Business, Finance, Management, Economics, or related field).
• Experience in financial services, basic understanding of or interest in trading, financial markets, or cryptocurrency will be a plus
• Experience in CFD products will be an added advantage
• Ability to live the company's values
• Committed to ongoing learning and development