Client Services Specialist (Polish & German)

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

• Provide frontline support for all (relevant) client interactions covering telephone, e-mail and online media: aim to exceed clients’ expectations in every instance.
• Be the “first line of defence” (with other stakeholders) to identify, escalate and manage potential risk.
• Undertake key functions on MT4 to meet the organisation’s segregation of duties principles – e.g. filter & process client withdrawal requests.
• Meet the demands of both internal stakeholders and Axi’s diverse client base in a growing fast-paced environment.
• Report on relevant trends & insights as they relate to client queries, complaints and potential opportunities for Axi to internal stakeholders.
• Adhere to established policies, guidelines, procedures and training plans to meet the obligations set out in Axi’s compulsory literature available on the internal confluence application.
• Manage escalations to Senior managers and relevant Stakeholders as appropriate.
• Perform “layer 1” trade investigation / validation / affirmation for MT4.

Are you the one?

• Proven experience in a customer service role, preferably within the financial services industry.
• Excellent communication and interpersonal skills with the ability to empathize with clients.
• Native or Native Level Polish and/or German and proficient knowledge of the English language both verbal and written.
• 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.
• This role entails the need for the candidate to be able to work on rotating daytime shifts.

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.
• Subsidized local gym membership.
• Health Insurance.
• Hybrid work mode for greater flexibility