Client Services Specialist (Spanish)

Axi; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global brokerage in Malaysia is seeking a Client Services Specialist to enhance customer satisfaction and support clients effectively. You will be the primary point of contact, resolving issues while maintaining strong relationships. Essential qualifications include proven customer service experience, excellent communication skills in English and Spanish, and the ability to multitask. The role offers a competitive compensation package and extensive training opportunities. You will also need to work on rotating shifts, ensuring flexibility in service delivery.

Benefits

Competitive compensation

Learning opportunities

21 annual leave days

Quarterly allowance

Health Insurance

Qualifications

• Proven experience in a customer service role, preferably within the financial services industry.
• Excellent communication and interpersonal skills with the ability to empathize with clients.
• Fluent in English; Spanish (verbal and written) is a must to deal with Spanish-speaking clients.
• Strong problem-solving abilities and a keen attention to detail.
• Ability to multitask and prioritize workload in a fast-paced environment.
• Willingness to work on rotating day and weekend shifts.

Responsibilities

• Deliver personalized support and address client inquiries.
• Manage and follow up on client issues in a timely manner.
• Perform trade investigations and validations.
• Collaborate with internal teams to enhance client experience.
• Keep up to date on market conditions for effective support.

Skills

Customer service experience

Excellent communication skills

Problem-solving abilities

Fluency in English

Fluency in Spanish

Teamwork

CRM and service desk proficiency

Attention to detail

Ability to multitask

Tools

CRM systems

Service desk systems

Job description

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.

About the Role

As a Client Services Specialist, you will play a pivotal role in delivering exceptional customer service and ensuring client satisfaction. You will serve as a key point of contact for our valued clients, providing them with expert guidance, resolving issues, and building strong relationships.

Roles & Responsibilities

• Be the primary point of contact for clients, delivering personalized support and addressing their inquiries, concerns, and requests in a timely, empathetic, and professional manner.
• Proactively and effectively manage and follow up on the inquiries/complaints of the current/prospective clients in accordance with established internal policies and department SOPs.
• Perform trade investigation/validation/affirmation for MT4.
• Escalate any cash adjustments required and compliance issues.
• Collaborate with internal teams within the Retail Services Division, Settlements and Compliance, to deliver a highly personalized client experience.
• Understand customers' needs and convert constructive feedback to management.
• Manage escalations to senior managers and relevant stakeholders as appropriate.
• Ensure adherence to quality standards, regulatory requirements, and protocols while meeting KPI and SLA consistently both individually and as a team.
• Be the subject matter expert with Axi's trading products and platforms and keep up to date on general market conditions to attend inquiries and provide first‑class trading experience.

Qualifications

• Proven experience in a customer service role, preferably within the financial services industry.
• Excellent communication and interpersonal skills with the ability to empathize with clients.
• Fluent in English; Spanish (verbal and written) is a must to deal with Spanish‑speaking clients.
• Strong problem‑solving abilities and a keen attention to detail.
• Ability to work well in a team environment and collaborate effectively with colleagues and other departments.
• Proficiency in using CRM and Service desk systems, preferably DevRev.
• Ability to multitask and prioritize workload in a fast‑paced environment.
• Commitment to continuous learning and professional development.
• Self‑driven and proactive mindset, not afraid of taking on challenges or responsibilities.
• Will be able to work on rotating day (6:30 AM / 10 AM) and weekend shifts.

Benefits

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training and certifications and soft skills development.
• 21 annual leave days per year.
• Quarterly allowance benefit giving flexibility to choose how to support your health and lifestyle.
• Health Insurance.

Interview Process

• Talent Acquisition Interview (45 minutes)
• Take Home Assessment (1 day)

Additional Information: 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.

We do not accept unsolicited resumes from recruitment agencies and will not be responsible for any fees related to unsolicited resumes. We work with recruitment agencies on a pre‑approved basis only.

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.