Retail Services Associate | Kuala Lumpur, MY

Axi; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

Axi, a leading global brokerage, seeks a candidate for Retail Services to drive growth by acquiring and retaining clients. You will manage the client's conversion journey, enhance engagement, and ensure high-quality service while working within a diverse team. The ideal candidate is fluent in English and has sales experience in B2C environments.

Benefits

Competitive and attractive compensation

Extensive learning opportunities

21 annual leave days per year

Health Insurance

Qualifications

• Fluent in English (verbal and written).
• Experience with cold calling/outbound sales required (preferably B2C).
• Working knowledge of financial markets and trading is required.

Responsibilities

• Responsible for conversion performance and end-to-end client's conversion experience.
• Handle client complaints per internal policies.
• Work closely with stakeholders to improve customer onboarding experience.

Skills

Cold calling

Outbound sales

Customer engagement

Problem solving

Communication

Job description

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Malaysia.

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! The role is within Retail Services, focused on driving growth in assigned markets by acquiring new clients and retaining existing ones.

Your EDGE Assignment/You Will:

• Responsible for conversion performance.
• Responsible for end-to-end client's conversion experience to increase NTC conversion rate.
• Responsible for proactively touching all leads as early as possible and for improving engagement rate.
• Responsible for high quality conversion that organically extends to 2nd deposit and quality trading.
• Handle Client complaints in accordance with established internal policies and deliver compliance approved responses to clients when requested.
• Solve customer's various challenges for the first-time trade, including, not limit to, registration, verification, deposit, and terminal usage.
• Work closely with all internal stakeholders to improve onboarding experience of the customer and improve lifetime customer experience.
• Responsible for retention and churn performance.
• Responsible for end-to-end client's retention experience to decrease churn rate and to increase lifetime value.
• Responsible for proactively touching all customer segmentations in strategic way to maximise entire customer portfolio - Productivity management.
• Responsible for increasing customer lifetime value by providing most adequate offer to customers - Nurturing.
• Also responsible for reactivating the dormant customers in the market.
• Actively working with marketing department to develop effective marketing campaign to decrease churn rate and to increase customer lifetime value.
• Understand entire customer lifetime journey and partner lifetime journey
• Work closely with other teams in commercial to provide coherent customer experience across customer's lifetime journey.
• Ensure adherence to Axi's Code of Conduct, Compliance and Risk policies, Axi's policy and procedures while delivering an excellent customer experience.
• Fluent in English, and respective languages of the assigned market (verbal and written) to efficiently communicate with clients.

Are you the one?

• Fluent in English (verbal and written).
• Experience with cold calling/outbound sales/tele sales is required (preferably B2C).
• Working knowledge of financial markets and trading required or has a great passion to develop knowledge and career in FX, CFD, and Crypto trading.
• Ability to work effectively independently and within a diverse global team.

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

Axi's interview journey

• First round of Interview with Talent Acquisition team (45 minutes).
• Second round of Interview with Hiring Manager (1 hour).

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.

Please note that 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. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment any fees related to the recruitment of the candidate represented in the unsolicited resume.

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.

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