Customer Service Executive - Digital Brokerage

Longbridge Singapore; Kuala Lumpur; On-site; MYR 39,000 - 58,000; Full time

Job summary

Longbridge Singapore is hiring a Customer Service Executive in Kuala Lumpur to be the first point of contact for customers across in-app chat, email and phone. You will resolve issues promptly, maintain records in the CRM, and escalate complex cases per SOPs.

The role requires at least 2 years of customer service experience, fluency in English and Mandarin (Bahasa Melayu a plus), and comfort with rotating shifts, including nights and weekends. Join a fintech team with global reach.

Qualifications

• Fluent in English and Mandarin; Bahasa Melayu is an added advantage.
• Minimum 2 years of customer service / contact-centre experience preferred; advantage for brokerage/fintech/financial services.
• Basic knowledge of stocks, equities, trading or financial markets is an advantage.
• Strong communication, interpersonal and problem-solving skills.
• Customer-focused, patient and empathetic; ability to handle challenging situations professionally.

Responsibilities

• Respond to customer enquiries promptly and professionally across channels.
• Provide accurate information on products, services, accounts and platform features.
• Record interactions, enquiries, feedback and complaints in the CRM.
• Escalate complex cases to Shift Lead per SOPs and escalation procedures.
• Maintain understanding of products, policies and procedures to ensure accurate support.
• Handle complaints empathetically and maintain professionalism.
• Collaborate with internal teams to resolve issues and ensure timely resolution.
• Meet or exceed KPIs such as response time, FCR, CSAT.

Skills

English and Mandarin fluency

Customer service experience

Communication skills

Problem-solving

CRM proficiency

Tools

CRM system

Job description

Longbridge is a leading, next-generation internet brokerage and fintech company established in Singapore in 2019. We provide a one-stop, multi-asset global investment platform offering access to SG, HK, and US markets, with innovative investment and trading solutions designed to make investing smarter, simpler, and more accessible.

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 elevate 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.