Client & Partner Solutions Specialist

Axi; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Extensive training & certifications

21 annual leave days

Health Insurance

Quarterly lifestyle allowance

Job summary

Axi Malaysia is hiring a Client & Partner Solutions specialist to provide high-quality, personalized service to clients and partners, build lasting relationships, and support onboarding, payments, and trading queries across MT4/MT5 platforms.

You will handle complex cases, escalate when needed, navigate trading portals, maintain compliance with SOPs, and collaborate with internal teams to deliver end-to-end solutions while meeting KPIs.

Qualifications

• Must have strong English communication, written and verbal.
• Experience delivering customer service and managing client relationships.
• Experience handling complex cases and escalations.
• Proactive and solution-oriented mindset.
• Experience supporting clients via email and live chat.
• Experience managing partners/IBs and other stakeholders.

Responsibilities

• Provide high-quality, personalized service to clients and partners, building strong relationships for long-term engagement.
• Manage and respond to partner requests related to onboarding, offboarding, payments, and trading queries with timely responses.
• Serve as escalation point for complex cases, driving timely resolutions and clear communication.
• Navigate trading portals, platforms, and tools to support operational accuracy and efficiency.
• Communicate outcomes clearly to clients, partners, and internal teams.
• Adhere to SOPs, policies, and compliance requirements while meeting KPIs and team objectives.
• Stay updated on regulatory changes and communicate required actions within deadlines.

Skills

Strong written and verbal English

Customer service and client relations

Experience handling complex cases

Proactive and solution oriented

Email and live chat support

Managing partners and IBs

Tools

MT4/MT5

Job description

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Malaysia.

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 will do at Axi!

The role supports the Client & Partner Solutions team in delivering client-focused services that strengthen AxiTrader’s competitive position while maintaining compliance with applicable regulatory requirements.

Your EDGE Assignment/You Will

• Provide high-quality, comprehensive and personalized service to clients and partners, effectively building and maintaining and strong relationships with clients and partners to support long-term engagement and satisfaction.
• Manage and respond to partner requests related to payments, client assignments, onboarding and offboarding processes, trading queries, trading services and tools, and technical support issues, ensuring accurate and timely responses.
• Serve as a point of escalation for complex cases, driving timely resolution within agreed timeframes and maintaining clear, professional communication throughout.
• Navigate all required portals, platforms, software, and tools at an advanced level to support operational accuracy, responsiveness and efficiency.
• Communicate clearly and professionally, both verbally and in writing, to explain outcomes and solutions to clients, partners, and internal stakeholders.
• Respond and adapt effectively to changing business priorities, manage high-volume tasks, and deliver complete solutions within required timeframes.
• Adhere to SOPs, internal policies, and compliance requirements, including escalation and reporting procedures.
• Consistently meet individual performance targets and KPIs while working collaboratively to support team objectives.
• Stay up to date with relevant changes and announcements, action required changes within agreed timelines, support team awareness, raise risks or uncertainties promptly, and ensure processes meet legal, regulatory, and internal standards.
• Manage communication across multiple channels in a professional and collaborative manner, ensuring clarity and transparency.
• Partner with internal teams to resolve complex matters and deliver consistent, end-to-end solutions.
• Identify and report issues affecting internal and external operational processes in a timely manner.
• Detect potential risks within client and partner operations and escalation through appropriate channels to minimise impact.
• Contribute to initiatives focused on improving client and partner experience, providing practical feedback to support product development and service enhancements.
• Undertake any additional responsibilities as assigned to support Axi’s broader business objectives. Professional Accountability
• Demonstrate professional conduct, ownership, initiative, and reliability, maintaining pro-active communication and cross-team collaboration with colleagues and stakeholders.
• Uphold performance standards, ensuring all assigned tasks are completed accurately, and aligned with business priorities

Are you the one?

• Strong written and verbal English communication skills.
• Customer service and client relationship management experience.
• Experience handling complex cases and escalations.
• Proactive and solution-oriented mindset.
• Experience with FX/CFD trading platforms with familiarity in MT4/MT5.
• Experience supporting clients via email and live chat.
• Experience managing partners, Introducing Brokers (IBs), and other stakeholders.

Axi's bag of delights

• 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 giving flexibility to choose how to support your health and lifestyle

Axi's interview journey

• Talent Acquisition Interview (45 minutes)
• Take Home Assessment (1 day)
• Hiring Manager Interview (60 minutes)
• Final Interview (60 minutes)

We want to inform all prospective candidates that Axi's designated Employer of Records (EOR) in Malaysia is TDCX. As part of our commitment to legal compliance, all Axi Malaysia employees will be officially working under TDCX Malaysia.

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 of any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritize creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.