Customer Service and Operations Executive

Job Description

- **Location**: Kuala Lumpur, Malaysia (Central Business District)
- **Company Overview**:
- VT Markets is a leading global multi-asset brokerage providing retail and institutional clients with access to global financial markets. Since 2015, we have facilitated trading across forex, commodities, indices, and cryptocurrencies through advanced technology platforms.
- We are currently in a hyper-growth phase, scaling from 480 to over 750 employees globally by the end of 2026. As an official partner of Newcastle United F.C. and a pioneer in AI-driven workforce models, we offer a high-performance environment where technology and human expertise intersect to deliver excellence.
- **Role Overview**:
- As a Customer Service and Operations Executive, you will serve as the primary coordination hub and the dedicated voice for our Indonesian market. Based in our Kuala Lumpur regional hub, you will manage high-stakes, real-time interactions with active traders and VIP clients while ensuring seamless backend operational efficiency.
- This role operates on a fixed **2:00 PM to 11:00 PM (GMT+8) shift**, Monday to Friday, to align with peak trading activity within the Indonesian market.
- **Key Responsibilities**:
- **Native-Level Market Support:** Provide high-quality, professional support to Indonesian-speaking traders via live chat and social channels (Telegram, Facebook). Business-level proficiency in written and verbal Indonesian is required to effectively communicate with and resolve issues for our clients in this market.
- **Strategic Issue Triaging:** Act as a central connector between clients and internal departments (Sales, IT, Payments, and Back-end). You will accurately diagnose issues and route them to the appropriate team for rapid resolution.
- **High-Stakes Client Management:** Credibly manage inquiries from VIP clients regarding platform performance and financial transactions, maintaining a calm and empathetic demeanor during emotionally charged situations.
- **Operational Excellence:** Execute account-opening procedures and KYC (Know Your Customer) documentation with high precision and adherence to compliance standards.
- **Market Insights:** Provide actionable feedback for business optimization by occasionally identifying market trends and observing competitor strategies.
- **Requirements**:
- **Minimum/Core Requirements:**
- **Language Proficiency:** Business-level proficiency in written and verbal Indonesian is required to effectively support our Indonesian-speaking client base. Functional professional English is required for internal coordination and reporting.
- **Industry Experience:** Demonstrated exposure to CFD (Contract for Difference) or Forex trading products is essential to communicate credibly with active traders and handle technical inquiries.
- **Technical Proficiency:** Experience handling high-volume live chat environments, ideally using platforms such as Telegram and Facebook.
- **Operational Agility:** Ability to multitask and manage several live conversations simultaneously without compromising quality or accuracy.
- **Shift Commitment:** Ability to work the 2:00 PM to 11:00 PM shift on a permanent basis to meet market demands.
- **Preferred/Bonus Requirements:**
- Prior experience in a client relations or retention role within the financial services or fintech sector.
- Familiarity with regional KYC/AML regulatory requirements.
- **Why you should be interested**:
- **High-Impact Ownership:** You won't just be answering tickets; you will be the "connector" for an entire market, directly influencing the trader experience in a global brokerage.
- **Hyper-Growth Environment:** Join a company scaling by over 50% this year. Your career growth scales alongside the business, with clear advancement tracks for both management and individual contributors.
- **AI-Native Future:** Gain experience in an organization that prioritizes AI-driven productivity, providing you with future-ready skills in the fintech space.
- **Comprehensive Benefits:** Enjoy a modern CBD office environment, performance-linked rewards, and dedicated allowances for transport and meals.