Client 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

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.
• Competitive salary and benefits package.
• Comprehensive training and ongoing support to help you succeed in your role.