Client Services Manager

First Digital; Kuala Lumpur; On-site; MYR 42,000 - 78,000; Full time

Benefits offered by this job

Transportation allowance

Health, life, and dental benefits

US$4,000 education allowance

Career growth opportunities

Team engagement activities

Job summary

First Digital is seeking a Client Service Executive in Kuala Lumpur to act as the primary contact for clients and to manage onboarding and ongoing service delivery across our financial services suite. You will collaborate with sales and marketing to ensure a high standard of client experience.

The role requires a proactive, client-first mindset, excellent English communication, and the ability to handle multiple priorities in a fast-paced environment.

Qualifications

• Bachelor’s degree preferred, or minimum 1 year of experience in institutional account management or client service within financial services.

Responsibilities

• Serve as the primary point of contact for client inquiries, managing and resolving requests via email and live chat with a high standard of professionalism.
• Support the transition of new clients from the Client Success team to the Client Services team.
• Support in maintaining positive client relationships by providing attentive service and assisting with client needs across a diverse portfolio.
• Identify and escalating client and system issues to the appropriate teams, ensuring seamless resolution and client communication.
• Proactively assess client needs by working closely with relevant internal stakeholders.
• Monitor market-driven initiatives impacting clients, maintaining daily oversight and accountability for client-related updates.
• Support client onboarding by providing progress updates to the responsible team member and maintaining consistent follow-ups with clients.
• Support operational efficiency by completing ad hoc tasks, including reporting, tracker maintenance, and documentation as assigned.

Skills

Client-first mindset

English communication

Attention to detail

Problem solving

Multi-tasking

Adaptability

Education

Bachelor’s degree preferred

Tools

Microsoft Office Suite

Deskpro

Job description

Client Service is a crucial part of the GTM function that has key business areas responsible for efficiently bringing the best of First Digital to our clients through a broad and relevant suite of financial services capabilities: Trust and Custody Asset Management, Global Payments, OTC, Stablecoin Delivery Management and Digital Asset Transformation & Tokenization.

The Client Service Executive is a primary point of contact for clients to access the entire suite of Financial Services capabilities and solutions offered by First Digital.

This is achieved by working in close partnership with the Go-To-Market teams in the day-to-day planning and servicing for the client. The individual is responsible for managing client's needs - which are in line with the business proposition of the Sales and Marketing teams - and is fundamental in growing existing business relationships, assuring a holistic and high-standard client experience.

Key Responsibilities:

• Serve as the primary point of contact for client inquiries, managing and resolving requests via email and live chat with a high standard of professionalism.
• Support the transition of new clients from the Client Success team to the Client Services team.
• Support in maintaining positive client relationships by providing attentive service and assisting with client needs across a diverse portfolio.
• Identify and escalating client and system issues to the appropriate teams, ensuring seamless resolution and client communication.
• Proactively assess client needs by working closely with relevant internal stakeholders.
• Monitor market-driven initiatives impacting clients, maintaining daily oversight and accountability for client-related updates.
• Support client onboarding by providing progress updates to the responsible team member and maintaining consistent follow-ups with clients.
• Support operational efficiency by completing ad hoc tasks, including reporting, tracker maintenance, and documentation as assigned.

Requirements:

• Bachelor’s degree preferred, or minimum 1 year of experience in institutional account management or client service within financial services (banking, crypto, or payment solutions).
• Highly proactive with a strong client-first mentality.
• Exceptional English communication and interpersonal skills.
• Meticulous attention to detail and strong problem-solving abilities.
• Ability to manage multiple priorities efficiently.
• Comfortable working in a fast-paced, dynamic environment.

Preferred but not a must:

• Self-driven yet collaborative—able to work independently and as part of a team.
• Flexibility to work extra hours and on public holidays (with compensation and under WFH policy).
• Familiarity with Microsoft Office Suite and ticketing systems (E.g, Deskpro)

Why Join Us?

• Competitive Compensation – We offer a remuneration package that reflects your expertise and contributions.
• Transportation Support – A monthly allowance to assist with your commute.
• Comprehensive Benefits – Life, medical, and dental coverage for your well-being.
• Professional Development – A US$4,000 education allowance to support your continuous learning.
• Career Growth – Strong prospects for advancement within a dynamic organization.
• Team Engagement – Regular activities to foster collaboration and a positive work environment.