Executive of Client Support

At APA, we are committed to cultivating a workplace founded on integrity, where team collaboration, respect, and inclusion aren't just values — they are ingrained in the way we operate every day. We believe that by embracing diverse perspectives and fostering a supportive environment, we can collectively achieve outstanding results. Our culture is designed to empower each team member to contribute their unique ideas and skills, driving innovation and excellence across all facets of our business. 

📩  Job Title: Executive of Client Support

📍  Location: Kuala Lumpur (Hybrid)

🏢  Department: Client Management

Job Duties and Responsibilities:

• Opportunities Identification: Proactively identify simple fiat currencies & remittance/payments opportunities.
• Growth Identification: Proactively identify new growth opportunities within existing clients.
• Providers Management: Manage payment service providers to maximize revenue opportunities.
• Strategic Opportunities: Seek assistance from Sales team members when strategic opportunities are identified.
• Value Transfer Service (VTS) Administration: Accurate administration of VTS Clients.
• Team Collaboration: Collaborate and communicate clearly with cross-functional teams, including sales, legal, and technical departments, to ensure continuity of service.
• Client Support: Provide daily transaction and balances reports to clients and to partners. Responsible for maintaining strong client relationships, addressing inquiries, and resolving complex payment issues promptly and professionally.
• Document and Data Management: Document and maintain accurate Datasoft records of clients’ trade, interactions, and issues.
• Compliance Adherence: Collaborate with compliance teams to ensure that all client support processes adhere to industry regulations and standards.
• Management Reports: Prepare and provide regular reports on onboarding progress, including metrics and KPIs.
• Others: Perform any other related lawful duties that may be given by the Management from time to time.

Job Requirements:

• Bachelor’s degree in business, finance, or a related field. 
• Well verse in Microsoft Office application – especially in Microsoft Excel.
• Proven experience in a client support or customer service role in the payments industry.
• Ability to work night shift (4PM to 1AM), and flexible scheduling.
• Ability to collaborate effectively across departments.
• In-depth knowledge of payment processing, payment gateways, and related technologies.
• Familiar with foreign exchange and foreign exchange quoting.
• Excellent interpersonal and communication skills.
• Strong verbal and written communication in English.
• Ability to communicate in Chinese including Mandarin is preferable.
• Strong problem-solving abilities and attention to details.
• Excellent customer-centric approach.
• Adaptable and able to work effectively in a fast-paced environment.