Client Retention Specialist

Arvionservices; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

Arvionservices in Kuala Lumpur is seeking a Client Retention Officer to deliver exceptional client support across live chat, email and phone. You will nurture relationships, resolve inquiries, and ensure a seamless client experience in a fast-paced financial services environment.

The ideal candidate will be fluent in English and Bahasa Malaysia, hold a bachelor’s degree, have experience in FX/CFD, and possess strong communication, analytical, and organizational skills.

Qualifications

• Minimum bachelor's degree or equivalent working experience.
• Excellent written and spoken English and Bahasa Malaysia.
• Experience in FX/CFD industry is preferred.
• Strong communication, problem-solving and analytical skills.
• High attention to detail and ability to work in a fast-paced environment.

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.
• Support clients with a variety of matters, including but not limited to: system and technical troubleshooting, login and account-related issues, account administration and back-office inquiries and financial or operational support requests.
• 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.
• Provide feedback and recommendations to improve customer service processes and operational efficiency.
• Escalate complex issues to senior management when necessary to ensure timely resolution.

Skills

English proficiency

Bahasa Malaysia

Customer service

Communication

Problem-solving

Education

Bachelor's Degree or equivalent

Tools

CRM software

MS Office

Job description

Job Overview:

We are seeking a dedicated and customer-focused Client Retention Officer to join a dynamic and fast-paced financial services environment. The successful candidate will be responsible for delivering exceptional customer support, maintaining strong client relationships, and ensuring a seamless client experience across multiple communication channels.

What Will You Do:

• 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.
• Support clients with a variety of matters, including but not limited to:
• System and technical troubleshooting, login and account-related issues, account administration and back-office inquiries andfinancial or operational support requests.
• 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.
• Provide feedback and recommendations to improve customer service processes and operational efficiency.
• Escalate complex issues to senior management when necessary to ensure timely resolution.

What Makes You A Good Fit:

• Bachelor's Degree or equivalent relevant working experience.
• Excellent command of both English and Bahasa Malaysia (written and spoken).
• Working experience in the FX and CFDs industry.
• Strong computer literacy and proficiency with common business applications.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• High attention to detail and strong organizational skills.
• Ability to work effectively in a fast-paced and customer-focused environment.

What We Offer:

• Opportunity to join a dynamic and growing organization.
• Exposure to the financial services industry and international markets.
• Professional development and career growth opportunities.
• Collaborative and supportive working environment.