Bilingual Customer Service Executive (24/7 FinTech)

Longbridge Singapore; Kuala Lumpur; Sur place; MYR 42 000 - 66 000; Plein temps

Résumé du poste

Longbridge Singapore is seeking a Customer Service Executive to be the first point of contact for customers, delivering timely, accurate and empathetic support across in-app chat, email and phone. This is a 24/7 team with rotating night, weekend and public-holiday shifts.

You will log interactions in the CRM, resolve issues at first contact when possible, and escalate complex cases as needed. Ideal candidates have 2+ years in customer service within brokerage or fintech, strong communication in

Qualifications

• 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.

Responsabilités

• 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 escalation 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.

Connaissances

English fluency

Mandarin

Stocks knowledge

Customer service

CRM software

Outils

CRM software

Description du poste

Longbridge Singapore is seeking a Customer Service Executive to be the first point of contact for customers, delivering timely, accurate and empathetic support across in-app chat, email and phone. This is a 24/7 team with rotating night, weekend and public-holiday shifts.

You will log interactions in the CRM, resolve issues at first contact when possible, and escalate complex cases as needed. Ideal candidates have 2+ years in customer service within brokerage or fintech, strong communication in