Client Success Specialist (Japanese)

Axi; Malaysia; On-site; MYR 45,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Extensive learning opportunities

21 annual leave days

Health Insurance

Job summary

Axi is seeking a Client Services Specialist to deliver exceptional customer support. In this role, you will be the primary contact for our clients, resolving inquiries and building relationships. Your responsibilities include ensuring high-quality support, handling escalations, and collaborating effectively across teams.

Ideal candidates will have experience in customer service, particularly in fintech, with strong English and Japanese communication skills. A competitive compensation package and learning opportunities are provided.

Qualifications

• Proven experience in a customer service role, preferably with fintech experience.
• Strong communication and interpersonal skills with empathy towards clients.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Deliver high-quality, multi-channel support to clients.
• Support client retention by providing accurate guidance.
• Conduct layer-1 trade investigations with accuracy.

Skills

Experience in customer service

Strong verbal and written communication in English and Japanese

Problem-solving abilities

Attention to detail

Proficiency in CRM and service desk systems

Ability to work in a team environment

Self-driven and proactive mindset

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.

Let's talk about the cool stuff you do at Axi!

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.

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 a customer service role, with a strong preference for candidates with fintech experience.
• Excellent communication and interpersonal skills with the ability to empathize with clients.
• Strong verbal and written communication skills in English and Japanese.
• 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.
• Commitment to continuous learning and professional development.
• 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

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.

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.

At Axi, we prioritise 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.