Customer Service Executive -Forex Fintech, Fresh are welcome

Ultima Markets Ltd.; Kuala Lumpur; Hybrid; MYR 42,000 - 66,000; Full time

Job summary

Ultima Markets Ltd. is a regulated CFD trading gateway servicing clients across多 countries. We provide support for client onboarding, deposits/withdrawals, and platform issues, with a focus on timely resolutions and clear guidance.

The role emphasizes maintaining training materials and cross-team collaboration. Fresh graduates are welcome, and the role may require morning office shifts as well as afternoon/evening shifts with remote work options.

Qualifications

• Excellent written and verbal communication skills.
• Ability to multitask, prioritise, and meet deadlines.
• Experience with CRM software and customer support tools.
• Understanding of Forex trading concepts and platform workflows.
• Familiarity with trading platforms and related applications.

Responsibilities

• Act as the primary contact for IB clients via live chat, email, social media and phone.
• Assist with account opening, IB setup, deposits, withdrawals, and platform issues; provide timely resolutions.
• Develop and maintain onboarding guides, FAQs, and training materials for sales clients.
• Support cross-departmental requests and generate CRM reports as needed.

Skills

Communication

Multitasking

Problem solving

CRM software

Trading platforms

Forex concepts

Tools

Trading platforms

Job description

Ultima Markets is a secure and regulated CFD trading gateway, offering access to 1,000+ instruments, including Forex, Commodities, Indices, and Stocks, to clients in over 170 countries. Founded in 2016, we are the Official Regional Partner of FC Internazionale Milano and the first CFD broker to support the UN Global Compact. We operate globally through entities regulated by the FCA, FSCA, and FSC, and in 2025 were honoured with 50+ global awards, including Best CFD Broker Global 2025.

To learn more about our company, please visit our website: https://www.ultimamarkets.com

Responsibilities:

1. Client Support & Relationship Managament

• Act as the primary point of contact for IB clients through live chat, email, social media, and phone.
• Handle a broad range of client inquiries, including account opening, IB account setup, deposits, withdrawals, and technical issues related to trading platforms and applications.
• - Investigate client feedback, provide timely resolutions, and elevate complex cases when necessary.
• Maintain and update handbooks and training documentation for sales clients (e.g. Onboarding guides, video tutorials, FAQ documents) to reflect current operations and policy changes.

3. Ad Hoc Administrative & Operational Support

• Support cross-departmental requests and projects, as assigned (e.g., assist with generating CRM reports when needed)

Requirements:

• Prior customer support experience, especially in Trading Platform working experience.
• Fresh graduates are welcome to apply.
• Knowledge of Forex trading concepts and platforms.
• Excellent communication skills, both written and verbal.
• Ability to multitask, solve problems, and meet deadlines.
• Proficiency in customer support software, CRMs, and trading platforms.
• Applicant MUST able to work shift duty, Morning shift need to be work in Office, for others shift, start from 1PM to 10PM, and 3PM to 12AM, Work from Home base.