24/7 FinTech Customer Support Specialist

Long Bridge HK Limited; Kuala Lumpur; On-site; MYR 36,000 - 54,000; Full time

Job summary

Long Bridge HK Limited is seeking a Customer Service Executive to be the first point of contact for customers across in-app chat, email and phone. This 24/7 team requires rotating shifts, night, weekend and holiday coverage, with a focus on timely, accurate and empathetic support.

You will handle product and account inquiries, document interactions in our CRM, and liaise with internal teams to ensure timely issue resolution while aiming for high CSAT and KPI performance.

Qualifications

• Fluent in English and Mandarin; Malay is a plus.
• Minimum 2 years in customer service / contact-centre.
• Brokerage/financial services experience is advantageous.
• Basic knowledge of stocks or financial markets is a plus.
• Strong communication, interpersonal and problem-solving skills.
• Comfortable using CRM and digital support platforms.
• Willing to work rotating shifts including nights, weekends and public holidays.
• Good attendance, punctuality and reliability.

Responsibilities

• Respond to customer inquiries promptly with first-contact resolution.
• Provide accurate information on products, services and platform features.
• Record customer interactions in the CRM system.
• Escalate complex or sensitive cases per SOPs and escalation procedures.
• Maintain understanding of the company's products, services, policies and procedures.
• Handle customer complaints professionally and with empathy.
• Work with internal teams to follow up and ensure timely resolution.
• Meet or exceed KPIs including response time, FCR, service quality and CSAT.
• Maintain good attendance and adherence to shifts.
• Support other operational activities as required by the Customer Service team.

Skills

English & Mandarin

Customer service

Communication skills

Problem solving

Empathy

Tools

CRM platform

Helpdesk software

Job description

Long Bridge HK Limited is seeking a Customer Service Executive to be the first point of contact for customers across in-app chat, email and phone. This 24/7 team requires rotating shifts, night, weekend and holiday coverage, with a focus on timely, accurate and empathetic support.

You will handle product and account inquiries, document interactions in our CRM, and liaise with internal teams to ensure timely issue resolution while aiming for high CSAT and KPI performance.