Client Success Specialist (Japanese)

About the Position

Client Success Specialist (Japanese)

Kuala Lumpur, Malaysia

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. We are seeking a Client Success Specialist (Japanese) to join our team in Kuala Lumpur, Malaysia.

Responsibilities

• Deliver high-quality, multi-channel support to clients, ensuring timely, accurate, and professional handling of enquiries and issues.
• Tailor support in line with defined client segments (standard/premium traders & partners).
• Support client retention by providing accurate guidance and practical insights within role scope and approved processes.
• Identify, assess, and share relevant trends/observations with internal teams, following established escalation and reporting procedures for recurring issues to support service improvements and influence Product/IT roadmaps.
• Collaborate with internal stakeholders across departments, resolving client issues effectively to support operational and market expansion.
• Apply a solution-oriented approach by identifying root causes and contributing to sustainable resolutions, not solely immediate fixes.
• Adhere strictly to CX Charter, internal policies, procedures, quality standards, and regulatory requirements in all client interactions and case handling.
• Handle escalations professionally, ensuring clear communication, accurate documentation, and resolution within agreed timeframes.
• Conduct layer-1 trade investigations and validations with accuracy, and in accordance with approved processes.
• Escalate complex matters to senior managers or relevant stakeholders with complete and timely information.
• Undertake any additional responsibilities as assigned to support Axi’s broader business objectives.

Requirements

• Proven experience in customer service, with a strong interest in the forex and financial services industry.
• Excellent communication and interpersonal skills with the ability to empathize with clients.
• Native Japanese, and strong verbal and written communication skills in English.
• Strong problem-solving abilities and a keen attention to detail.
• Ability to work well in a team environment and collaborate effectively with colleagues and other departments.
• Proficiency in using CRM and service desk systems.
• Ability to multitask and prioritize workload in a fast-paced environment.
• Self-driven and proactive mindset, not afraid of taking on challenges or responsibilities.
• This role entails the need for the candidate to be able to work on rotating day shift and weekend shifts.

We Offer

• 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.
• Quarterly allowance benefit giving flexibility to choose how to support your health and lifestyle.

About the Company

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.

At Axi, we prioritize 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.