Brokerage Services Support Specialist (Hong Kong Market)

Moomoo MY; Kuala Lumpur; On-site; MYR 39,000 - 67,000; Full time

Benefits offered by this job

Basic Salary + Shift Allowances

Monthyl KPI incentive

Yearly dental, optical & health check

Convenient Access to Public Transport

Exam Sponsorship

Career Development Opportunities in金融/

Company Team Building & Bonding

Free-Flow Pantry Snacks & Drinks

Dynamic, Multinational Working Env

Job summary

Moomoo MY is seeking a Brokerage Services Support Specialist to join its dynamic, multinational team in Kuala Lumpur. The role focuses on professional customer support across local and overseas clients, covering account registrations, deposits and withdrawals, and platform-related issues.

Ideal candidates are fluent in Mandarin and Cantonese with strong English skills, customer-focused, precise, and able to handle high volumes while meeting KPIs. Shift work with allowances is available.

Qualifications

• Degree or above, preferably in Finance, Economics, Business, Management, or related discipline.
• Proficient in Mandarin and Cantonese, strong written and verbal communication; English is a plus.
• Customer-oriented, detail-oriented, patient, reliable and professional.

Responsibilities

• Provide professional customer support and consultation to local and overseas customers via chat, telephone and other platforms.
• Guide users on trading account registration, account opening, fund deposits and withdrawals.
• Provide guidance on software and platform-related issues.
• Handle customer complaints and inquiries and escalate complex cases when needed.
• Record and analyze customer feedback to improve service quality.
• Achieve defined customer service KPIs (answer rate, customer satisfaction, first-contact resolution, etc.).
• Maintain records of customer interactions and follow procedures.
• Perform other ad-hoc duties as assigned.

Skills

Mandarin and Cantonese

English communication

Customer service

Detail-oriented

Teamwork

Education

Bachelor's degree or higher

Job description

Moomoo is a comprehensive brokerage platform that empowers proactive investors to take control of their financial future with ease and confidence. We integrate professional trading data, global financial news, a trading community, and an innovative web platform to provide users with better data, tools, and performance.

Join our dynamic team at Moomoo as a Brokerage Services Support Specialist, where your passion for finance and technology can thrive.

• Provide professional customer support and consultation to local and overseas customers through official communication channels, including online chat, telephone, and other designated platforms
• Provide users/clients with guidance on trading account registration, account opening, fund deposits and withdrawals, and related processes
• Provide timely and accurate guidance on software and platform-related operational issues encountered by customers
• Handle general customer complaints and inquiries professionally and effectively, and elevate complex or sensitive cases to the relevant backend teams when necessary
• Record, categorize, and analyze customer feedback and inquiries to support service quality improvement and enhance the overall customer experience
• Achieve assigned customer service KPIs, including answer rate, customer satisfaction, first-contact resolution rate, average handling time, quality/error rate, and other relevant performance indicators
• Maintain accurate and timely records of customer interactions and follow established customer service procedures and guidelines
• Perform other ad-hoc duties and responsibilities as assigned from time to time.

Requirements

• Degree or above, preferably in Finance, Economics, Business, Management, or a related discipline
• Relevant working experience in customer service, contact centre, technical support, securities brokerage, or a related industry is preferred. Fresh graduates are welcome to apply
• Proficient in Mandarin and Cantonese, with strong written and verbal communication skills. Good command of English, particularly spoken English, will be an added advantage
• Customer-oriented, detail-oriented, patient, reliable, and professional, with a good understanding of customer service principles
• Strong willingness to learn and the ability to adapt quickly to changes and new financial products, systems, and processes
• Able to remain calm and professional when handling challenging customer interactions
• Able to work effectively under pressure, manage high volumes of customer inquiries, and handle multiple customer requests efficiently
• Strong teamwork, communication, problem-solving, and time-management skills
• Willing to work according to assigned shifts, including evening, night, and public holiday shifts. Applicable shift allowances will be provided in accordance with the Company's policy

Benefits

We offer a comprehensive and holistic work experience and package as follows:

• Basic Salary + Shift Allowances
• Monthyl KPI incentive
• Yearly dental, optical & health check allowances
• Convenient Access to Public Transport
• Exam Sponsorship
• Career Development Opportunities in the Financial Services Industry
• Company Team Building & Bonding Activities
• Free-Flow Pantry Snacks & Drinks
• Dynamic, Multinational Working Environment

Please note that only short-listed candidates will be contacted. Thank you.