Customer Support Officer

About the Company

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 a global presence with 20+ offices in London, New York, Dubai and Southeast Asia with a 250+ multinational team.

About the Role

Reports directly to the Head of Customer Support. Location: Bangkok, Thailand. The general purpose of the position is to ensure a smooth, reliable, and positive experience for clients who trade using our platforms by assisting with trading accounts, resolving technical or transactional issues, and providing clear information about products, services, and trading platforms.

Responsibilities

• 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 and adhere to standard operating procedures and company policies

Qualifications

• 1-3 years of experience in a customer support or client service role (freshers are encouraged to apply)
• Previous experience or background in Forex trading or the financial markets is a strong advantage
• Excellent command of English and Thai, 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)

Benefits

• Competitive salary along with KPI bonus
• Night shift allowance
• Growth opportunities and collaborative team environment

Additional Information

Join a collaborative team where your expertise is valued, work with a modern tech stack, enjoy meaningful autonomy, and have clear opportunities for personal and professional growth.