24/7 Fintech Customer Support Executive

Longbridge Singapore; Kuala Lumpur; On-site; MYR 39,000 - 58,000; Full time

Job summary

Longbridge Singapore is hiring a Customer Service Executive in Kuala Lumpur to be the first point of contact for customers across in-app chat, email and phone. You will resolve issues promptly, maintain records in the CRM, and escalate complex cases per SOPs.

The role requires at least 2 years of customer service experience, fluency in English and Mandarin (Bahasa Melayu a plus), and comfort with rotating shifts, including nights and weekends. Join a fintech team with global reach.

Qualifications

• Fluent in English and Mandarin; Bahasa Melayu is an added advantage.
• Minimum 2 years of customer service / contact-centre experience preferred; advantage for brokerage/fintech/financial services.
• Basic knowledge of stocks, equities, trading or financial markets is an advantage.
• Strong communication, interpersonal and problem-solving skills.
• Customer-focused, patient and empathetic; ability to handle challenging situations professionally.

Responsibilities

• Respond to customer enquiries promptly and professionally across channels.
• Provide accurate information on products, services, accounts and platform features.
• Record interactions, enquiries, feedback and complaints in the CRM.
• Escalate complex cases to Shift Lead per SOPs and escalation procedures.
• Maintain understanding of products, policies and procedures to ensure accurate support.
• Handle complaints empathetically and maintain professionalism.
• Collaborate with internal teams to resolve issues and ensure timely resolution.
• Meet or exceed KPIs such as response time, FCR, CSAT.

Skills

English and Mandarin fluency

Customer service experience

Communication skills

Problem-solving

CRM proficiency

Tools

CRM system

Job description

Longbridge Singapore is hiring a Customer Service Executive in Kuala Lumpur to be the first point of contact for customers across in-app chat, email and phone. You will resolve issues promptly, maintain records in the CRM, and escalate complex cases per SOPs.

The role requires at least 2 years of customer service experience, fluency in English and Mandarin (Bahasa Melayu a plus), and comfort with rotating shifts, including nights and weekends. Join a fintech team with global reach.