Client Success Specialist (Japanese)

About the role

Axi, a global broker of margin and deliverable foreign exchange, CFDs and financial spread betting, is looking for a Client Success Specialist based in Kuala Lumpur. The role represents Axi in its Client Success function, supporting client outcomes, retention and long-term value through tailored support, practical insights and solution-focused guidance. Candidates must hold the right documents to work in Malaysia.

Key responsibilities

• Provide high-quality, multi-channel support to clients, handling enquiries and issues accurately and professionally.
• Tailor support to defined client segments (standard/premium traders and partners).
• Support client retention with accurate guidance within role scope and approved processes.
• Share trends and observations with internal teams and escalate recurring issues to help improve service and product/IT roadmaps.
• Collaborate with internal stakeholders to resolve client issues and support operations and market expansion.
• Handle escalations professionally, with clear communication, accurate documentation and resolution within agreed timeframes.
• Carry out layer-1 trade investigations and validations, and escalate complex matters to senior managers.
• Follow the CX Charter, internal policies, quality standards and regulatory requirements in all client interactions.

Required profile

• Proven customer service experience and a strong interest in the forex and financial services industry.
• Excellent communication and interpersonal skills, with empathy for clients.
• Native Japanese, with strong spoken and written English.
• Problem-solving ability, attention to detail and teamwork skills.
• Ability to multitask and prioritise in a fast-paced environment.
• Willingness to work rotating day shifts and weekends.

Required skills

• Proficiency with CRM and service desk systems.
• Layer-1 trade investigation and validation.

What we offer

• Competitive and attractive compensation.
• Learning opportunities including professional training, certifications and soft skills development.
• 21 annual leave days per year.
• Health insurance and a quarterly allowance benefit.