Client Success Specialist (Spanish - LATAM)

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Cyprus.

Who we are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you do at Axi!

The role will represent the Organisation & the Global Client Services department within a model that differentiates Axi brand, from its competitors globally.

Your EDGE assignment/You will:

• Be the primary point of contact for clients, delivering personalized support and addressing their inquiries, concerns, and requests in a timely, empathetic, and professional manner.
• Proactively and effectively manage and follow up on the inquiries/complaints of the current/prospective clients in accordance with established internal policies and department SOPs.
• Perform trade investigation/validation/affirmation for MT4.
• Escalating any cash adjustments required and compliance issues.
• Collaborate with internal teams within the Retail Services Division, Settlements and Compliance, to deliver a highly personalized client experience.
• Understand customers' needs and convert constructive feedback to management.
• Manage escalations to Senior managers and relevant Stakeholders as appropriate.
• Ensure adherence to quality standards, regulatory requirements, and protocols while meeting KPI and SLA consistently both individually and as a team.
• Be the subject matter expert with Axi's trading products and platforms and keep up to date on general market conditions to attend inquiries and provide first-class trading experience.
• Ensure compliance with the CX Charter, Code of Conduct, company policies, procedures, guidelines, and training plans by meeting the obligations and standards set out in Axi's compulsory literature available on the internal confluence application and Ignite (learning management system).

Are you the one?

• Proven experience in a customer service role, preferably within the financial services industry.
• Able to work in shifts:13:00 - 00:00/ 14:00 - 01:00/ 15:00 - 02:00.
• Excellent communication and interpersonal skills with the ability to empathize with clients.
• Fluent Level of Spanish and proficient knowledge of the English language both verbal and written.
• Fluent Portuguese will be considered as a great advantage.
• Affinity and interest in the financial markets.
• General computer literacy (knowledge of operating systems and office package).
• Strong problem-solving abilities and a keen attention to detail.
• Ability to work well in a team environment and collaborate effectively with colleagues and other departments.
• Proficiency in using CRM and Service desk systems, preferably Zendesk and Salesforce.
• Ability to multitask and prioritize workload in a fast-paced environment.
• General awareness of global happenings and updated on news and trends.
• Commitment to continuous learning and professional development.
• Self-driven and proactive Mindset, not afraid of taking on challenges or responsibilities.
• Comfortable working on hybrid work mode.

Axi's bag of delights

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training and certifications and soft skills development.
• 21 annual leave days per year, 5 paid study leave days per year, and 1 paid volunteer day per year.
• Health Insurance.
• Hybrid work mode for greater flexibility

Axi's interview journey

• Talent Acquisition Interview (45 minutes)
• Take Home Assessment (1 hour)
• Hiring Manager Interview (1 hour)
• Head of Department Interview (30 minutes)

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions-whether in hiring, compensation, training, performance reviews, or termination-based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.