VIP Customer Service Manager (Malaysia)
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Job description
About the Position
Join Weltrade as a VIP Customer Service Manager in Malaysia, providing premium service to VIP clients and enhancing their trading experience.
About Weltrade
Weltrade is a leading international Fintech innovator with over two decades of stability and trust. Established in 2006, we are committed to providing secure, efficient, and accessible trading solutions in the global FX and online trading market. We operate as a truly global, remote-first team across different time zones, united by a culture of autonomy and shared goals.
Responsibilities
- Act as the single point of contact for VIP and high-potential clients.
- Resolve complex requests with speed and precision.
- Upgrade eligible clients to VIP status and reactivate low-activity accounts.
- Balance premium service with commercial outcomes: growing deposits and trading activity without compromising compliance, accuracy, or discretion.
Requirements
- Language Fluency: English (C1+) and Malaysian (C1+), spoken and written; both assessed during the hiring process.
- VIP Support / Retention Experience: 1–3+ years in VIP customer support, account management, retention, or high-touch client service in a performance-measured environment.
- Trading Platform Proficiency: Hands-on experience supporting clients on MT4/MT5 (preferred) plus web/mobile trading flows, including basic troubleshooting and guidance.
- Markets & Brokerage Knowledge: Solid understanding of trading terminology and mechanics (instruments, spreads, swaps, execution, funding flows) within brokerage/fintech/financial services.
- CRM + KPI Discipline: Proven ability to document client interactions in CRM, track client activity/deposits, and operate against targets (retention, upgrades, response time/SLA).
Nice to Have
- Experience supporting Indonesian clients/markets or managing a region-specific VIP book.
- Background partnering with internal stakeholders such as Dealing, Payments, Risk, or Compliance on sensitive cases.
- Experience working in a remote-first, distributed team with asynchronous collaboration.
We Offer
- Remote-First Flexibility
- Ownership & Impact
- Flat Organization
- Wellbeing/Leave Allowance
Recruitment Process
- Application Review
- HR Interview
- Technical Interview
- Final Interview
- Offer
Apply Now
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Weltrade — a global financial services provider with a suite of financial products, including an innovative brokerage platform. Trusted by millions of traders around the world, Weltrade is dedicated to providing a transparent brokerage platform for partners and users, and features products and offerings including synthetic indices, copy trading, round-the-clock support, real-time market analysis, automated trading options, ensuring that traders can confidently navigate the complexities of the financial markets.