Client Success Specialist (Japanese)

Axi; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Benefits offered by this job

Competitive compensation

Professional training & certifications

21 days annual leave

Health insurance

Quarterly health allowance

Job summary

Axi, a leading global FX and CFDs broker, is hiring for a Client Success role in Malaysia. The role focuses on delivering multi-channel support to Japanese-speaking clients, driving retention, and providing insights to improve service and product experiences.

You will work with cross-functional teams, follow regulatory requirements, and handle escalations while using CRM tools. This position requires native Japanese, strong English, and the ability to work rotating shifts.

Qualifications

• Experience in customer service, preferably in forex/financial services.
• Excellent written and spoken English; native Japanese.
• Proficient in using CRM and service desk systems.

Responsibilities

• Deliver high-quality, multi-channel client support.
• Tailor support by client segments (standard/premium).
• Support client retention with guidance and insights.
• Identify trends and escalate issues for product improvements.
• Collaborate with internal teams to resolve client issues.
• Adhere to CX charter and regulatory requirements; document interactions.
• Handle escalations and conduct layer-1 investigations.

Skills

Customer service

Forex industry knowledge

English proficiency

Native Japanese

Written communication

Interpersonal skills

CRM systems

Team collaboration

Problem solving

Tools

CRM systems

Service desk tools

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 represents Axi within the Client Success function, contributing to positive client outcomes, retention, and long-term value through tailored support, practical insights, and solution-focused guidance that strengthens Axi’s global brand.

Your EDGE Assignment/You Will

• Deliver high-quality, multi-channel support to clients, ensuring timely, accurate, and professional handling of enquiries and issues.


• Tailor support in line with defined client segments (standard/premium traders & partners).


• Support client retention by providing accurate guidance and practical insights within role scope and approved processes.


• Identify, assess and share relevant trends/observations with internal teams, following established escalation and reporting procedures for recurring issues to support service improvements and influence Product/IT roadmaps.


• Collaborate with internal stakeholders across departments, resolving client issues effectively to support operational and market expansion.


• Apply a solution-oriented approach by identifying root causes and contributing to sustainable resolutions, not solely immediate fixes.


• Adhere strictly to CX Charter, internal policies, procedures, quality standards, and regulatory requirements in all client interactions and case handling.


• Handle escalations professionally, ensuring clear communication, accurate documentation, and resolution within agreed timeframes.


• Conduct layer-1 trade investigations and validations with accuracy, and in accordance with approved processes.


• Escalate complex matters to senior managers or relevant stakeholders with complete and timely information.


• Undertake any additional responsibilities as assigned to support Axi’s broader business objectives.

Are you the one?

• Proven experience in customer service, with a strong interest in the forex and financial services industry.


• Excellent communication and interpersonal skills with the ability to empathize with clients.


• Native Japanese, and strong verbal and written communication skills in English.


• 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.


• Ability to multitask and prioritize workload in a fast-paced environment.


• Self-driven and proactive mindset, not afraid of taking on challenges or responsibilities.


• This role entails the need for the candidate to be able to work on rotating day shift and weekend shifts.

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)


• Final Interview (45 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.