Customer Service Executive

Long Bridge HK Limited; Kuala Lumpur; Presencial; MYR 36 000 - 54 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

English & Mandarin

Customer service

Communication skills

Problem solving

Empathy

Ferramentas

CRM platform

Helpdesk software

Descrição da oferta de emprego

Job Description

About Us

Longbridge is a new-generation, AI-driven online brokerage on a mission to make investing smarter, simpler, and more accessible for everyone. Headquartered in Singapore, we are redefining the investment journey by connecting the stages of “Discovery Learning Trading.” With our proprietary AI assistant, Longbridge AI, and a cloud-native infrastructure, we provide retail investors with institutional-grade insights and a seamless global trading network. At Longbridge, you won’t just be working for a brokerage; you’ll be building the future of financial infrastructure.

About the Role

As a Customer Service Executive, you will be the first point of contact for our customers, providing timely, accurate and empathetic support across multiple channels, including in-app chat, email and phone. As this is a 24/7 Customer Service team, you must be comfortable working on a rotating shift basis, including night shifts, weekends and public holidays.

Key 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 escalated 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.

Requirements

• 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.
• Strong communication, interpersonal and problem-solving skills.
• Customer-focused, patient and empathetic, with the ability to handle challenging situations professionally.
• Comfortable using CRM and digital customer-support platforms.
• Willing and able to work rotating shifts, including night shifts, weekends and public holidays.
• Good attendance, punctuality and reliability.