Customer Support Officer

Company OverviewCXM 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 SupportLocation: Bangkok, ThailandGeneral 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 callsIdentify and assess customers' needs to ensure a high level of satisfactionReceive and handle inquiries from new leads and existing clients via phone, chat, email, and client portalProvide timely and accurate support to clients within the specified time frameMaintain and update CRM records with all customer interactions and actions takenCoordinate with internal departments by creating and assigning tasks for inquiries that require further investigationFollow up with clients and schedule callbacks to ensure resolution and customer satisfactionWork independently as well as collaboratively in a team environmentAdhere to standard operating procedures and company policies at all timesRequirementsRequirements:Proven experience in a customer support or client service rolePrevious experience or background in Forex trading or the financial markets is a strong advantageExcellent command of English and Thai native both spoken and writtenProficient in Microsoft Office applications (Word, Excel, Outlook)Strong phone communication skills with active listening abilitiesAbility to work under pressure and meet tight deadlinesExcellent communication, problem-solving, and presentation skillsFlexible to work on a weekly rotating shift schedule (morning, afternoon, and night shifts in the near future)BenefitsEmployer 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.Benefit of working at CXM:Competitive Salary along with KPI BonusNight Shift AllowanceGrowth OpportunitiesCollaborative Team