Mandarin Fresh Client Support Executive -Forex CFD Fintech

Ultima Markets; Kuala Lumpur; Hybrid; MYR 33,000 - 67,000; Full time

Job summary

Ultima Markets in Malaysia seeks a proactive Client Support & Relationship Manager to serve IB clients via live chat, email, social, and phone. You will handle account openings, deposits, withdrawals, and platform issues, delivering timely resolutions.

You will maintain training handbooks, assist with CRM reporting, and support cross-department projects. Fresh graduates are welcome; Forex knowledge and strong communication are valued; shifts include morning in-office and later shifts from 1PM to

Qualifications

• Prior customer support experience (especially in trading/platforms) is required.
• Fresh graduates are welcome to apply.
• Knowledge of Forex trading concepts and platforms is preferred.
• Excellent written and verbal communication skills are essential.
• Ability to multitask, solve problems, and meet deadlines.

Responsibilities

• Act as the primary point of contact for IB clients via live chat, email, social media, and phone.
• Handle inquiries related to account opening, IB setup, deposits, withdrawals, and platform issues.
• Investigate client feedback and provide timely resolutions, escalating complex cases as needed.
• Maintain and update handbooks and training documents for sales clients.
• Support cross-department requests and generate CRM reports when required.

Skills

Customer support

Forex knowledge

CRM proficiency

Communication skills

Multitasking

Trading platforms

Tools

CRM software

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.