Client Experience Executive

About the role

The Client Experience Executive serves as a primary point of contact for clients and partners, providing professional and responsive support throughout their journey with the company. The role covers enquiries, onboarding and KYC support, case management, complaint handling and service coordination. The ideal candidate is client-focused, detail-oriented and organised, able to manage multiple cases while maintaining high service standards in a fast-paced CFD brokerage environment.

Key responsibilities

• Act as first point of contact for client and partner enquiries across ticketing, live chat, email and calls, providing timely, clear, professional and empathetic responses
• Keep clients and partners informed of case progress, required actions and resolution status
• Handle sensitive or complex enquiries professionally and escalate where required
• Categorise, prioritise and manage tickets accurately according to established workflows and meet defined SLAs
• Support individual and corporate clients through registration, onboarding and account verification
• Perform KYC/CDD checks in line with company procedures and review identification and proof of address documents
• Assist clients with incomplete, rejected or additional documentation requirements
• Identify potential complaints and handle them per the company's complaint-handling procedures
• Maintain accurate client, partner, ticket and case information in internal systems
• Document actions and client communications for operational and audit purposes

About you

• Fluent English and Chinese skills
• Client-focused, detail-oriented and organised
• Able to manage multiple cases while maintaining high service standards