📍 Job Overview

Job Title: Customer Support Specialist
Company: CXM Direct LLC
Location: Hanoi, Vietnam
Job Type: On-site
Category: Customer Support & Services
Date Posted: July 11, 2025
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Manage communication channels for clients trading on our platforms.
Assist clients with trading accounts and resolve technical or transactional issues.
Provide clear information about our products, services, and trading platforms.
Ensure a smooth, reliable, and positive experience for our clients.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to thrive in a fast-paced, dynamic environment. Previous experience in the financial markets or Forex trading is a significant advantage.

💻 Primary Responsibilities

Client Communication: Effectively manage company communication channels, including live chat, emails, and phone calls.
Client Needs Assessment: Identify and assess customers’ needs to ensure a high level of satisfaction.
Inquiry Handling: Receive and handle inquiries from new leads and existing clients via phone, chat, email, and client portal.
Support Resolution: Provide timely and accurate support to clients within the specified time frame.
CRM Management: Maintain and update CRM records with all customer interactions and actions taken.
Task Coordination: Coordinate with internal departments by creating and assigning tasks for inquiries that require further investigation.
Client Follow-up: Follow up with clients and schedule callbacks to ensure resolution and customer satisfaction.
Teamwork: Work independently as well as collaboratively in a team environment.
Policy Adherence: Adhere to standard operating procedures and company policies at all times.

📝 Enhancement Note: This role requires a strong problem-solving mindset, the ability to multitask, and the capacity to work under pressure. Excellent communication skills, both written and verbal, are essential for success in this role.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Finance, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: Proven experience in a customer support or client service role, preferably in the financial markets or Forex trading.

Required Skills:

Excellent command of English and Vietnamese, 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.
Flexibility to work on a weekly rotating shift schedule (morning, afternoon, and night shifts in the near future).

Preferred Skills:

Previous experience or background in Forex trading or the financial markets.
Familiarity with CRM software and customer support tools.
Knowledge of trading platforms and financial markets.

📝 Enhancement Note: Candidates with experience in the financial markets or Forex trading will have a significant advantage in this role. Familiarity with trading platforms and financial markets will enable candidates to provide more informed and effective support to clients.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate excellent communication skills through previous customer support or client service projects.
Showcase problem-solving skills and the ability to handle difficult clients or situations.
Highlight experience working with CRM software and customer support tools.
Display familiarity with trading platforms and financial markets (if applicable).

Technical Documentation:

Provide examples of customer interactions and how you handled them, demonstrating your ability to resolve issues and maintain client satisfaction.
Showcase your understanding of trading platforms and financial markets through relevant projects or case studies.
Include any relevant certifications or training in customer support, communication, or the financial markets.

📝 Enhancement Note: A strong portfolio will demonstrate the candidate's ability to handle a wide range of client inquiries and resolve issues effectively. Candidates should focus on showcasing their communication skills, problem-solving abilities, and experience with relevant tools and platforms.

💵 Compensation & Benefits

Salary Range: Competitive salary based on experience and market standards for customer support roles in Hanoi, Vietnam. The estimated salary range is VND 12,000,000 - VND 18,000,000 per month, plus KPI bonuses.

Benefits:

Night Shift Allowance
Growth Opportunities
Collaborative Team

Working Hours: 40 hours per week, with a weekly rotating shift schedule (morning, afternoon, and night shifts in the near future).

📝 Enhancement Note: The salary range provided is an estimate based on market research for customer support roles in Hanoi, Vietnam. The actual salary may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services & Fintech

Company Size: Medium (250+ employees)

Founded: 2015

Team Structure:

The Customer Support team is part of the broader Client Services division, which also includes Sales and Marketing teams.
The team consists of customer support specialists, team leads, and the head of customer support.
The team works closely with other departments, such as Trading, Risk Management, and Compliance, to ensure client satisfaction and address any issues that may arise.

Development Methodology:

The company follows Agile methodologies to manage projects and ensure continuous improvement.
Customer support processes are regularly reviewed and updated to ensure they remain effective and efficient.
The company encourages a collaborative and innovative work environment, where individual contributions are valued.

Company Website: www.cxmdirect.com

📝 Enhancement Note: CXM Direct is a fast-growing global Fintech group with multiple regulatory licenses, including FCA and Mauritius. The company's focus on innovation and continuous improvement creates an exciting and dynamic work environment for customer support specialists.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry to mid-level position in the customer support career path. The primary responsibility is to provide excellent customer service and support to clients trading on our platforms.

Reporting Structure: The Customer Support Specialist reports directly to the Head of Customer Support. The team works collaboratively, with regular communication and coordination to ensure client satisfaction and address any issues that may arise.

Technical Impact: The Customer Support Specialist plays a crucial role in maintaining client satisfaction and ensuring the smooth operation of our trading platforms. By providing excellent customer service and support, the specialist helps to build and maintain strong client relationships, which drive the company's success.

Growth Opportunities:

Career Progression: With experience and demonstrated success, customer support specialists can progress to team lead or management roles within the customer support team or other departments.
Skill Development: The company offers training and development opportunities to help customer support specialists expand their skills and knowledge in customer support, communication, and the financial markets.
Emerging Technologies: As the company continues to grow and innovate, customer support specialists may have the opportunity to work with emerging technologies and platforms, further expanding their skillset and career prospects.

📝 Enhancement Note: CXM Direct offers a supportive and collaborative work environment that encourages career growth and development. Customer support specialists can expect clear opportunities for progression and the chance to work with emerging technologies and platforms.

🌐 Work Environment

Office Type: Modern, open-plan office with a collaborative work environment.

Office Location(s): Hanoi, Vietnam

Workspace Context:

Collaborative Environment: The office features open-plan workspaces that encourage collaboration and communication among team members.
Communication Tools: The company provides access to modern communication tools, such as instant messaging platforms, email, and video conferencing tools, to facilitate effective communication with clients and team members.
Training & Development: The company offers regular training and development opportunities to help customer support specialists expand their skills and knowledge.

Work Schedule: The company operates on a weekly rotating shift schedule, with morning, afternoon, and night shifts. This ensures that customer support is available to clients at all times.

📝 Enhancement Note: CXM Direct's modern, collaborative work environment fosters effective communication and collaboration among team members. The company's commitment to training and development ensures that customer support specialists have the opportunity to grow and expand their skills.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief phone or video call to assess communication skills and cultural fit.
On-site Interview: A face-to-face interview with the Head of Customer Support to discuss the role, the company, and the candidate's experience and skills.
Role-play Scenarios: Candidates will be asked to role-play customer support scenarios to demonstrate their problem-solving skills and ability to handle difficult clients or situations.
Final Decision: The hiring manager will make a final decision based on the candidate's performance in the interviews and their overall fit for the role.

Portfolio Review Tips:

Demonstrate Communication Skills: Showcase your excellent communication skills through examples of customer interactions and how you handled them.
Highlight Problem-Solving Skills: Provide examples of how you have resolved difficult client issues or handled challenging situations in the past.
Showcase Relevant Experience: Include any relevant experience working with CRM software, customer support tools, trading platforms, or financial markets.

Technical Challenge Preparation:

Customer Support Scenarios: Familiarize yourself with common customer support scenarios and practice handling them in a calm and professional manner.
Active Listening: Brush up on your active listening skills to ensure you can understand and address client needs effectively.
Pressure Handling: Prepare for handling pressure and tight deadlines by practicing time management and prioritization techniques.

ATS Keywords: Customer Support, Client Service, Forex Trading, Financial Markets, Communication, Problem-Solving, Presentation Skills, Microsoft Office, Active Listening, Teamwork, Time Management, Technical Support, CRM Management, Task Coordination, Client Follow-Up, Pressure Handling

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's communication skills, problem-solving abilities, and cultural fit. Candidates should focus on demonstrating their excellent communication skills and experience handling customer support scenarios.

🛠 Technology Stack & Web Infrastructure

Communication Tools:

Instant messaging platforms (e.g., Slack, Microsoft Teams)
Email (e.g., Microsoft Outlook, Gmail)
Video conferencing tools (e.g., Zoom, Google Meet)

CRM Software:

Salesforce
HubSpot
Zoho CRM

Trading Platforms:

MetaTrader 4 (MT4)
MetaTrader 5 (MT5)
cTrader

📝 Enhancement Note: Familiarity with the company's communication tools, CRM software, and trading platforms will be beneficial for candidates applying for this role. However, the company is willing to provide training and support to help new hires get up to speed with these tools and platforms.

👥 Team Culture & Values

Customer Support Values:

Client Focus: Always put the client first and strive to provide excellent customer service and support.
Problem-Solving: Approach each client interaction with a problem-solving mindset, aiming to resolve issues efficiently and effectively.
Communication: Maintain clear, concise, and professional communication with clients at all times.
Collaboration: Work closely with other departments and team members to ensure client satisfaction and address any issues that may arise.

Collaboration Style:

Cross-Functional Integration: The customer support team works closely with other departments, such as Trading, Risk Management, and Compliance, to ensure client satisfaction and address any issues that may arise.
Code Review Culture: The company encourages a collaborative work environment, where team members review and provide feedback on each other's work.
Knowledge Sharing: The company fosters a culture of knowledge sharing and continuous learning, with regular training and development opportunities.

📝 Enhancement Note: CXM Direct's customer support team values a client-focused, problem-solving approach to customer service and support. The team works collaboratively with other departments to ensure client satisfaction and address any issues that may arise.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: The customer support team may face a high volume of inquiries, requiring excellent time management and prioritization skills.
Complex Client Issues: Some clients may have complex or challenging issues that require in-depth knowledge of the company's products, services, and trading platforms.
Language Barriers: As a global Fintech group, CXM Direct may have clients from diverse linguistic and cultural backgrounds, requiring excellent communication skills in multiple languages.

Learning & Development Opportunities:

Training & Development: The company offers regular training and development opportunities to help customer support specialists expand their skills and knowledge in customer support, communication, and the financial markets.
Conference Attendance: CXM Direct may send employees to industry conferences and events to learn about emerging trends and best practices in customer support and the financial markets.
Mentorship & Leadership Development: The company offers mentorship and leadership development opportunities to help customer support specialists grow and develop their careers.

📝 Enhancement Note: CXM Direct's customer support team faces technical challenges that require excellent communication skills, problem-solving abilities, and cultural sensitivity. The company offers a range of learning and development opportunities to help customer support specialists grow and develop their careers.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Be prepared to discuss common customer support scenarios and how you would handle them in a calm and professional manner.
Problem-Solving: Demonstrate your problem-solving skills by walking the interviewer through a challenging customer support scenario and explaining how you would resolve the issue.
Pressure Handling: Explain how you handle pressure and tight deadlines, providing specific examples from your previous experience.

Company & Culture Questions:

Company Culture: Research CXM Direct's company culture and be prepared to discuss how you would fit into the team and contribute to the company's success.
Customer Support Values: Demonstrate your understanding of CXM Direct's customer support values and explain how you would put them into practice in your role.
Client Focus: Explain how you would ensure a client-focused approach to customer service and support, providing specific examples from your previous experience.

Portfolio Presentation Strategy:

Storytelling: Use storytelling techniques to bring your portfolio examples to life and engage the interviewer in your customer support experiences.
Active Listening: Showcase your active listening skills by asking insightful questions and demonstrating your understanding of the interviewer's feedback and guidance.
Problem-Solving: Highlight your problem-solving skills by walking the interviewer through your approach to resolving difficult customer support scenarios.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's communication skills, problem-solving abilities, and cultural fit. Candidates should focus on demonstrating their excellent communication skills and experience handling customer support scenarios.

📌 Application Steps

To apply for this customer support specialist position:

Submit your application through the application link provided.
Portfolio Customization: Tailor your portfolio to highlight your excellent communication skills, problem-solving abilities, and experience handling customer support scenarios.
Resume Optimization: Optimize your resume for customer support roles, emphasizing your communication skills, problem-solving abilities, and experience with relevant tools and platforms.
Technical Interview Preparation: Prepare for the technical interview by practicing customer support scenarios, brushing up on your active listening skills, and familiarizing yourself with the company's communication tools, CRM software, and trading platforms.
Company Research: Research CXM Direct's company culture, customer support values, and client-focused approach to customer service and support. Be prepared to discuss how you would fit into the team and contribute to the company's success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist