Bilingual Customer Care Specialist (24/7 Shifts)

Longbridge; Kuala Lumpur; On-site; MYR 47,000 - 60,000; Full time

Job summary

Longbridge is seeking a Customer Service Executive to be the first point of contact for customers across in-app chat, email and phone. The role requires comfort with rotating shifts, including night shifts, weekends and public holidays, in a 24/7 support environment.

You will resolve queries with accuracy and empathy, document interactions in CRM, and escalate complex cases per SOPs while collaborating with internal teams to ensure timely resolutions and high CSAT scores.

Qualifications

• Minimum 2 years of customer service / contact-centre experience.
• 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.

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 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 KPIs including response time, first-contact resolution (FCR), service quality and CSAT.
• Maintain good attendance, punctuality and adherence to shifts.
• Support other operational activities and initiatives as required by the Customer Service team.

Skills

Fluent English

Mandarin

Bahasa Melayu (advantage)

Job description

Longbridge is seeking a Customer Service Executive to be the first point of contact for customers across in-app chat, email and phone. The role requires comfort with rotating shifts, including night shifts, weekends and public holidays, in a 24/7 support environment.

You will resolve queries with accuracy and empathy, document interactions in CRM, and escalate complex cases per SOPs while collaborating with internal teams to ensure timely resolutions and high CSAT scores.