Customer Service Representative

🌐 About Us:

At Global Exchange , we don’t just exchange currencies, we connect the world , one traveler at a time.

We are a company that combines operational excellence with a clear vision: simplifying and enhancing every step of the traveler’s financial journey, empowering millions of customers across airports, high-street offices, and transactional channels worldwide to travel and pay with confidence.

We believe in the value of every team member, offering opportunities for you to develop and contribute to our continuous expansion , from new concessions and partnerships to innovative financial and payment solutions.

So… What does it mean to be a #GlobalExchanger ?

• Be part of a growth-oriented, entrepreneurial culture .
• Collaborate with colleagues across a global network of countries .
• Think strategically , act with autonomy , and lead with hands-on ownership of results .
• Be committed to an environment where you can learn, grow, and shape the future of financial services for travelers around the globe.

Our success is measured not just by results, but also by the growth and satisfaction of those who are part of our company.

🎯 Your Responsibilities:

At Global Exchange we buy and sell money: we are a retail business. That is why we are not looking for someone who processes transactions, but for someone who sells . Your mission: every traveler who walks up to the counter leaves with what they need, and every transaction is the best it can be for the customer and for the business.

• Sell, don’t just serve: take the initiative with every customer, uncover their real need (destination, trip length, how they will pay) and advise them on the amount and product that fit best.
• Grow the average ticket: suggest amounts that match the trip, offer complementary products and drive currency buy-back when customers return.
• Convert more: turn browsers into buyers. Handle objections on exchange rates or fees with solid arguments and full transparency.
• Tax Free as a sales opportunity: process VAT refunds quickly and use that contact to generate currency exchange transactions.
• Targets: meet and beat individual and store targets (revenue, average ticket, conversion, cross-selling), tracking your results daily.
• Read the store: anticipate traffic peaks (flights, seasons, customer profiles) and propose actions to your Store Manager to sell more.
• Operational rigor: cash handling, untill reconciliation and strict compliance with anti-money laundering and customer identification rules. Selling more is never at the expense of rigor.
• Customer experience: travelers leave well informed, with what they need, and wanting to come back.

🕵️ ♂️ What We’re Looking For:

• Experience: at least 1 year in target-driven direct sales (retail, telecoms, insurance, hospitality, travel retail, duty free or similar). No financial-sector background needed: what you need is to know how to sell.
• Languages: native Malay and fluent English; a third language is a strong plus (part of the interview will be conducted in English).
• Communication: at ease starting conversations with strangers, making your case and closing in a few minutes.
• Technical Skills: quick with numbers, comfortable handling cash and POS systems, and confident with digital tools. We will teach you the product and the systems.
• Interpersonal Skills: tact and diplomacy with demanding customers, customers in a hurry and customers from very different cultures.
• Attitude: hunger for results, resilience in the face of a “no” and on peak-traffic days, and adaptability to new shifts, stores and products.
• Availability: rotating shifts, weekends and public holidays in Kuala Lumpur.

📈 Your Growth at Global Exchange:

We believe in organic growth . When a leadership position opens in our network, we look inside first.

• Internal promotion first: store and area leadership positions are filled with our own talent whenever possible.
• Your results set your pace: you move up based on what you achieve and how you achieve it, not on seniority.
• Training from day one: product, sales techniques, regulation and operations.
• Mobility: opportunities to grow in other stores, airports or countries across our network.

💎 What We Offer:

Here are some of the benefits we offer:

• 💰 Variable pay: incentives linked to your sales results.
• 🚀 Career path: real internal promotion for those who deliver.
• 📚 Continuous Learning.

🌍 Diversity, Inclusion & Belonging:

At Global Exchange , we are committed to creating a space where everyone feels valued and respected . We firmly believe that diversity in experiences and backgrounds strengthens our culture and drives innovation.

• Support for people with disabilities: if you need any adjustments during the recruitment process, let us know so we can provide the best possible experience.
• Equal opportunities for all: we welcome applications regardless of age, gender, origin, disability, or any other characteristic protected by law.

Join Global Exchange and become part of the evolution of financial and payment services for travelers.

Discover why we are a great place to develop your talent!