Client Experience & Retention Specialist

Arvion Services; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Arvion Services in Kuala Lumpur is seeking a client-focused Retention Officer to ensure a seamless experience for clients across live chat, email, and phone. You will address inquiries, resolve issues, and help maintain long-term relationships in a fast-paced financial services environment.

The role requires strong English and Bahasa Malaysia, solid problem-solving skills, and a patient, detail-oriented approach. You will support KYC/AML processes and contribute to service improvements.

Qualifications

• Bachelor's degree or equivalent relevant working experience.
• Excellent command of English and Bahasa Malaysia (written and spoken).
• Working experience in FX and CFDs industry.
• Strong computer literacy and proficiency with common business applications.

Responsibilities

• Deliver high-quality service and support to clients through live chat, email, and phone channels.
• Respond to customer inquiries by identifying issues, conducting research, and providing effective solutions.
• Handle and resolve customer complaints and service-related issues promptly and professionally.
• Provide accurate information regarding the company's products, services, and operational processes.
• Follow up with clients to ensure timely resolution of outstanding issues.
• Perform back-office administrative tasks and maintain accurate customer records.
• Ensure all activities comply with internal policies and regulatory requirements, including KYC, AML, and due diligence procedures.
• Escalate complex issues to senior management when necessary to ensure timely resolution.

Skills

Customer service

English fluency

Bahasa Malaysia

Communication

Analytical thinking

Problem solving

Education

Bachelor's degree

Tools

CRM systems

MS Office

Job description

Arvion Services in Kuala Lumpur is seeking a client-focused Retention Officer to ensure a seamless experience for clients across live chat, email, and phone. You will address inquiries, resolve issues, and help maintain long-term relationships in a fast-paced financial services environment.

The role requires strong English and Bahasa Malaysia, solid problem-solving skills, and a patient, detail-oriented approach. You will support KYC/AML processes and contribute to service improvements.