Customer Support Call Executive - MENA

Exness jobs for internal candidates; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services provider in Malaysia is looking for a dedicated client support professional. This role involves supporting clients through various communication channels, resolving issues, and maintaining high performance standards. The ideal candidate should have at least one year of experience in customer support and must be proficient in both English and Arabic. The company offers competitive compensation, extensive learning opportunities, generous time off, and health insurance for employees and their families.

Benefits

Competitive and attractive compensation

Extensive learning opportunities

Health and life insurance

Generous time off

Allowance for sports club memberships

Holiday flight tickets and accommodation coverage

Meal and transportation allowance

Education allowance for children

Qualifications

• Minimum 1 year of experience in the Customer Support team.
• Maintained a performance rating of 'Meet Expectations' or higher.
• Ability to meet performance targets (KPIs) consistently.

Responsibilities

• Process client requests and resolve issues via live chat, phone, and email.
• Escalate issues to the appropriate specialist when needed.
• Update clients on the status of their requests.
• Verify documents submitted by clients.
• Prepare and interpret reports and documentation as required.
• Understand business functions by attending seminars.
• Achieve quarterly KPI targets set by the manager.

Skills

Strong communication skills in English and Arabic

Strong troubleshooting and problem-solving abilities

Multitasking abilities

Customer-focused

Self-motivated and proactive

Job description

You will need to take on a business critical position that includes providing support and issue resolution by ensuring excellent service is provided across all types of communications to our existing clients. You will support our clients through live‑chats and email as well as phone calls. You will:

• Process client requests and resolve issues via live chat, phone call, and email through the CRM system while paying attention to accuracy and detail.
• Escalate the issue to the appropriate specialist when needed via Salesforce or Jira.
• Update clients on their request statuses accordingly.
• Verify documents submitted by clients on an hourly basis.
• Prepare and interpret reports and documentation as required in the role with acceptable detail and accuracy.
• Understand the company's business functions and roles by attending company seminars and meeting the required assessment target.
• Achieve quarterly KPI targets set by the customer support manager.
• Perform other ad hoc tasks assigned by the customer support manager.

What makes you a great fit:

• Minimum 1 year of experience in the Customer Support team
• Maintained a “Meet Expectations” or higher performance rating for the past year
• Strong communication skills in English and Arabic
• Confident in handling client inquiries via phone and email
• Strong troubleshooting, problem‑solving, and multitasking abilities
• Customer‑focused with a professional and positive attitude
• Self‑motivated, reliable, and proactive
• Ability to meet performance targets (KPIs) consistently

What we offer along the way:

• Competitive and attractive compensation
• Extensive learning opportunities, such as professional training and certifications, soft skills development, free English courses, and trading workshops
• Health and life insurance for employees, spouses, and children, including vaccinations, tests, mental health care, and coverage for vision and dental care
• Generous time off, including 21 days of annual leave and paid sick leave
• Allowance for sports club memberships or other physical exercise activities
• Holiday flight tickets and accommodation coverage (within the yearly limit)
• Meal and transportation allowance
• Education allowance for your children’s school and kindergarten fees
• Outstanding team‑building experiences and corporate parties

Your journey after applying:

• TA interview (up to 30 minutes)
• Final interview with your future team (45 minutes)

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