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 Recognize and raise recurring problems, inferior processes, or outdated procedures.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