Customer Support Specialist

Company Overview

CXM Group was established in 2015 primarily as an institutional liquidity provider. CXM is a highly regulated and fast-growing global Fintech group with multiple regulatory licenses, including FCA and Mauritius, spanning global presence with 20+ offices in London, New York, Dubai and Southeast Asia with a 250+ multinational team.

Reporting Line: Reports directly to the Head of Customer Support

Location: Onsite-Hanoi, Vietnam

General Purpose: The General purpose of the position is to ensure a smooth, reliable, and positive experience for clients who trade using our platforms.This involves assisting clients with their trading accounts, resolving technical or transactional issues, and providing clear information about the company's products, services, and trading platforms.

Job Role:

• Effectively manage company communication channels, including live chat, emails, and phone calls.
• Identify and assess customers’ needs to ensure a high level of satisfaction.
• Receive and handle inquiries from new leads and existing clients via phone, chat, email, and client portal.
• Provide timely and accurate support to clients within the specified time frame.
• Maintain and update CRM records with all customer interactions and actions taken.
• Coordinate with internal departments by creating and assigning tasks for inquiries that require further investigation.
• Follow up with clients and schedule callbacks to ensure resolution and customer satisfaction.
• Work independently as well as collaboratively in a team environment.
• Adhere to standard operating procedures and company policies at all times.

Requirements:

• Proven experience in a customer support or client service role.
• Previous experience or background in Forex trading or the financial markets is a strong advantage.
• Excellent command of English and Vietnamese, both spoken and written.
• Proficient in Microsoft Office applications (Word, Excel, Outlook).
• Strong phone communication skills with active listening abilities.
• Ability to work under pressure and meet tight deadlines.
• Excellent communication, problem-solving, and presentation skills.
• Flexible to work on a weekly rotating shift schedule (morning, afternoon, and night shifts in the near future).

Employer Value Proposition:Join a collaborative team where your expertise is valued, and individual contributions extend beyond daily support tasks. You'll work with a modern tech stack, enjoy meaningful autonomy in how you approach challenges, and have clear opportunities for personal and professional growth.