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 will do at Axi! The role represents Axi within the Client Success function, contributing to positive client outcomes, retention, and long-term value through tailored support, practical insights, and solution-focused guidance that strengthens Axi’s global brand. Your EDGE Assignment/You Will <ul> <li>Deliver high-quality, multi-channel support to clients, ensuring timely, accurate, and professional handling of enquiries and issues.</li> <li>Tailor support in line with defined client segments (standard/premium traders & partners).</li> <li>Support client retention by providing accurate guidance and practical insights within role scope and approved processes.</li> <li>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.</li> <li>Collaborate with internal stakeholders across departments, resolving client issues effectively to support operational and market expansion.</li> <li>Apply a solution-oriented approach by identifying root causes and contributing to sustainable resolutions, not solely immediate fixes.</li> <li>Adhere strictly to CX Charter, internal policies, procedures, quality standards, and regulatory requirements in all client interactions and case handling.</li> <li>Handle escalations professionally, ensuring clear communication, accurate documentation, and resolution within agreed timeframes.</li> <li>Conduct layer-1 trade investigations and validations with accuracy, and in accordance with approved processes.</li> <li>Escalate complex matters to senior managers or relevant stakeholders with complete and timely information.</li> <li>Undertake any additional responsibilities as assigned to support Axi’s broader business objectives.</li> </ul> Are you the one? <ul> <li>Proven experience in customer service, with a strong interest in the forex and financial services industry.</li> <li>Excellent communication and interpersonal skills with the ability to empathize with clients.</li> <li>Native Japanese, and strong verbal and written communication skills in English.</li> <li>Strong problem-solving abilities and a keen attention to detail.</li> <li>Ability to work well in a team environment and collaborate effectively with colleagues and other departments.</li> <li>Proficiency in using CRM and service desk systems.</li> <li>Ability to multitask and prioritize workload in a fast-paced environment.</li> <li>Self-driven and proactive mindset, not afraid of taking on challenges or responsibilities.</li> <li>This role entails the need for the candidate to be able to work on rotating day shift and weekend shifts.</li> </ul> A

Client Success Specialist (Japanese)

Job Description