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• Recognize and raise recurring problems, inferior processes, or outdated procedures.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