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As a Customer Support (CS) Executive at Deriv, you’ll be based at Deriv’s vibrant headquarters in Cyberjaya, Malaysia - the Silicon Valley of Southeast Asia. Our state-of-the-art office is already home to a diverse community of nearly 550 brilliant minds, and we’re expanding to welcome even more talent. Imagine yourself at the core of Deriv’s global operations, surrounded by innovation, cultural richness, and endless opportunities for growth.
Imagine yourself at the core of Deriv’s global operations, where you’ll play a pivotal role in shaping our customer experience. Address and resolve customer queries with precision, providing invaluable insights and support. You’ll be the guiding force, ensuring Deriv’s unwavering commitment to customer satisfaction and excellence. Engage closely with different teams, leveraging your expertise to enhance our service quality and efficiency. As the champion of our customer support, your mission is to transform challenges into opportunities, driving Deriv’s success with your unparalleled communication skills and knowledge.
Cyberjaya offers a unique blend of modern living and lush tropical surroundings, perfect for those seeking a balanced lifestyle. As part of our HQ team, you’ll be at the forefront of shaping Deriv’s future, collaborating with professionals from around the world in a dynamic, cutting-edge environment.
Your challenges and mission
Imagine yourself at the core of Deriv’s global operations, where you’ll play a pivotal role in shaping our customer experience. Address and resolve customer queries with precision, providing invaluable insights and support. You’ll be the guiding force, ensuring Deriv’s unwavering commitment to customer satisfaction and excellence. Engage closely with different teams, leveraging your expertise to enhance our service quality and efficiency. As the champion of our customer support, your mission is to transform challenges into opportunities, driving Deriv’s success with your unparalleled communication skills and knowledge.
Cyberjaya offers a unique blend of modern living and lush tropical surroundings, perfect for those seeking a balanced lifestyle. As part of our HQ team, you’ll be at the forefront of shaping Deriv’s future, collaborating with professionals from around the world in a dynamic, cutting-edge environment.
Your challenges and mission
- Create a smooth customer service experience that ensures an easy and flawless interaction for customers on our digital platforms.Collaborate with cross-functional teams to identify and resolve issues, ensuring every interaction is user-friendly.
- Extend your reach through email and live chat, creating personalised and memorable experiences for each customer. Inspire them to explore new products and services tailored to their evolving needs, turning every support interaction into an opportunity for growth and connection.
- Gather and harness customer feedback, turning insights into actionable improvements that drive satisfaction and loyalty. Your mission is to be the voice of the customer, constantly advocating for enhancements that make a tangible difference.
- Navigate the intricacies of back office duties, from updating customer records to ensuring compliance with KYC, AML, and due diligence regulations. Your attention to detail and commitment to regulatory excellence will be the backbone of our trust and reliability.
- Grow into a senior CS executive and lead others. Act as the go-to contact for escalations and complex customer issues, guiding your team with wisdom and confidence. Ignite their passion, pushing them to break boundaries and embrace innovation.
- Collaborate with the CSTraining team to keep our SOPs and product knowledge up-to-date. Conduct hands-on training sessions that empower our support team to excel, ensuring they’re equipped with the latest tools and insights to deliver exceptional service.
- Good communication skills and a problem-solving approach
- A positive, empathetic, and professional attitude
- Willingness to work in rotating shifts and on weekends and public holidays
- An ability to work independently in a fast-paced environment and navigate changes efficiently
- Excellent spoken and written English communication skills
- Strong customer service or client-facing skills
- Skilled in using CRM tools, including Live Chat, and translation tools for various languages
- Previous experience within the FX, Crypto, Trading, or Banking industry
- Good understanding of financial products
- Proficiency in other languages such as Mandarin, Hindi, Cantonese etc.
- The best workplace you can possibly imagine — a gorgeous 5-storey building including a rooftop garden, a gym, squash court, yoga room, barbecue pit, jam studio, and a lot more!
- A chance to work with top talent from across the globe (70+ nationalities)
- Ample team-building and bonding activities
- Great overseas travel opportunities
- Competitive salary and annual performance bonus
- A range of health benefits
- Casual dress code
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