Customer Support Associate

ABOUT US

FXIFY™ is a leading Proprietary Trading firm dedicated to excellence in the financial markets. Established in 2023 by a team of highly-skilled professionals with extensive industry experience, FXIFY has rapidly positioned itself as an innovator in the trading industry, leveraging cutting-edge technology, sophisticated algorithms, and deep market expertise to achieve outstanding results.

JOB DESCRIPTION

• Resolve customer inquiries via live chat and email in a timely and professional manner and escalate issues to the appropriate team member.


• Troubleshoot issues and provide solutions by working across teams to find the best solutions for our customers


• Communicating with Customers about the company’s products and services


• Update clients on their request statuses accordingly and maintain customer records by updating customer information in the CRM.


• Understand the company's business functions and roles and meet the required assessment target.


• Perform other ad hoc tasks assigned by the Operations or customer support manager.


• Handle the resolution process for customers relating to data and applications for a particular product/s and contact the relevant team member.


• Call out problems affecting several customers or influencing the timely resolution of one customer’s inquiry.


• This would include customer concerns to the team leader and other support, sales, engineering, or resolver groups as appropriate.


• Recognize and raise recurring problems, inferior processes, or outdated procedures.


• Keeping up to date with all new changes and information which may be relevant to your role

PERSON SPECIFICATION

• 1-2 years experience in a customer support related role (preferably handling written or online communication) would be considered a strong plus but not a requirement


• Exceptional ability to follow established processes and procedures with precision, ensuring adherence to guidelines


• Excellent communication and multitasking skills, with the ability to work in fast-paced rythms


• Business fluency and ability to communicate effectively (verbally & written) in English language, additional languages will be considered an advantage
  


• Teamwork mentality and willingness to assist when needed
  


• Flexibility to work other shifts/on public holidays if required upon business needs


• The ability to learn and become specialists in products and develop a sound understanding of the financial markets 


• Proactive individuals who take initiative and actively seek out opportunities to contribute and make a positive impact
  


• Bachelor's Degree in business administration or a related field will be considered an advantage

 REMUNERATION & BENEFITS

• Annual discretionary bonuses


• Wellness support & programs


• Medical insurance


• Birthday paid leave


• RM350 transportation allowance


• Career development & training opportunities


• Team-building activities & a vibrant workplace culture


• Convenient office near public transport

 WORKING SCHEDULE

• Monday to Friday, 10am - 7pm
  


• Flexibility to work outside of normal hours (i.e. 6am - 3pm) may occasionally be required based on business needs.


• Hybrid Schedule (1 day remote work on Wednesdays)