Customer Support·Confirmed live in the last 24 hours·
Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaNo salary listedIn-person
About the Job
Requirements
Fluency in English and Mandarin is required; Bahasa Melayu is an added advantage.
A minimum of 2 years of customer service or contact-centre experience is preferred; relevant experience in brokerage, securities, banking, fintech, or financial services is advantageous.
Basic knowledge of stocks, equities, trading, or financial markets is advantageous.
Ability to use customer relationship management systems and digital customer-support platforms.
Willingness and ability to work rotating shifts, including nights, weekends, and public holidays.
Good attendance, punctuality, and reliability.
Responsibilities
Respond to customer enquiries promptly, professionally, and patiently, aiming to resolve issues at the first point of contact.
Provide accurate information about products, services, account-related matters, and platform features.
Record customer interactions, enquiries, feedback, and complaints in the customer relationship management system.
Escalate complex or sensitive cases to the Shift Lead or Senior Customer Service Officer according to standard operating procedures and escalation procedures.
Maintain a strong understanding of company products, services, policies, and procedures to provide accurate and consistent customer support.
Handle customer complaints professionally and empathetically, including challenging situations.
Coordinate with internal teams to follow up on customer issues and ensure timely resolution.
Meet or exceed key performance indicators for response time, first-contact resolution, service quality, and customer satisfaction.
Maintain attendance, punctuality, and adherence to assigned shifts.
Support other operational activities and initiatives as required by the Customer Service team.
Desired Qualifications
Bahasa Melayu is an added advantage.
Relevant experience in brokerage, securities, banking, fintech, or financial services is advantageous.
Basic knowledge of stocks, equities, trading, or financial markets is advantageous.
About Us Longbridge is a new-generation, AI-driven online brokerage on a mission to make investing smarter, simpler, and more accessible for everyone. Headquartered in Singapore, we are redefining the investment journey by connecting the stages of “Discovery → Learning → Trading.” With our proprietary AI assistant, Longbridge AI, and a cloud-native infrastructure, we provide retail investors with institutional-grade insights and a seamless global trading network. At Longbridge, you won’t just be working for a brokerage; you’ll be building the future of financial infrastructure.
About the Role As a Customer Service Executive, you will be the first point of contact for our customers, providing timely, accurate and empathetic support across multiple channels, including in-app chat, email and phone. As this is a 24/7 Customer Service team, you must be comfortable working on a rotating shift basis, including night shifts, weekends and public holidays.
Key Responsibilities:
Respond to customer enquiries promptly, professionally and patiently, with a focus on resolving issues at the first point of contact.
Provide accurate and clear information on our products, services, account-related matters and platform features.
Accurately record customer interactions, enquiries, feedback and complaints in the CRM system.
Identify and escalate complex or sensitive cases to the Shift Lead / Senior Customer Service Officer in accordance with established SOPs and escalation procedures.
Maintain a strong understanding of the company's products, services, policies and procedures to ensure accurate and consistent customer support.
Handle customer complaints professionally and demonstrate empathy when managing challenging situations.
Work closely with internal teams to follow up on customer issues and ensure timely resolution.
Meet or exceed key performance indicators (KPIs), including response time, first-contact resolution (FCR), service quality and customer satisfaction (CSAT).
Maintain good attendance, punctuality and adherence to assigned shifts.
Support other operational activities and initiatives as required by the Customer Service team.
Requirements
Fluent in English and Mandarin; Bahasa Melayu is an added advantage.
Minimum 2 years of customer service / contact-centre experience preferred; candidates with relevant experience in brokerage, securities, banking, fintech or financial services will have an advantage.
Basic knowledge of stocks, equities, trading or financial markets will be an advantage.
Strong communication, interpersonal and problem-solving skills.
Customer-focused, patient and empathetic, with the ability to handle challenging situations professionally.
Comfortable using CRM and digital customer-support platforms.
Willing and able to work rotating shifts, including night shifts, weekends and public holidays.