Japanese-Speaking Client Success Specialist (Forex)

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

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.