Senior Client Support Executive - Fintech, CFD（Hindi speaker)

Ultima Markets; Kuala Lumpur; Hybrid; MYR 45,000 - 78,000; Full time

Job summary

Ultima Markets in Malaysia is hiring a Client Support Specialist to serve IB clients across live chat, email, social media and phone, assisting with account openings and platform issues.

You will handle deposits/withdrawals, resolve inquiries, and maintain onboarding guides. Proficiency in CRMs and trading platforms, plus Hindi language skills for the India market, are required. Morning on-site shifts and remote options for other shifts are available.

Qualifications

• Prior customer support experience, especially in trading platforms.
• 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 and CRMs.
• Shift work required, with on-site morning shifts; other shifts available remote.
• Hindi reading/writing ability to support India market.

Responsibilities

• Act as the primary contact for IB clients via chat, email, social media, and phone.
• Handle client inquiries including account opening, IB setup, deposits, withdrawals, and tech issues related to trading platforms.
• Investigate client feedback, provide timely resolutions, and escalate complex cases.
• Maintain training handbooks and onboarding guides for sales clients.
• Generate CRM reports and support cross-department projects as needed.

Skills

Customer support

Trading platforms

CRM software

Communication

Multitasking

Tools

CRM systems

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.

Responsibilities:

1. Client Support & Relationship Management

• 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.
• 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.
• Able to speak read and write in Hindi, to support India Market.