Customer Service Officer

moomoo; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

13-Month Salary (Contractual Bonus)

Performance-Based Variable Bonus

Basic Salary + Shift Allowances

Convenient Access to Public Transport

FINRA SIE Exam Sponsorship

Career Development Opportunities

Company Team Building Activities

Free-Flow Pantry Snacks & Drinks

Dynamic, Multinational Working Environment

Job summary

A financial services company based in Kuala Lumpur seeks a dedicated customer support representative to assist clients with trading inquiries. The role requires fluency in English and Malay, with Chinese as an advantage. Responsibilities include resolving client inquiries, providing platform consultation, and maintaining high service standards. The company offers competitive compensation, including a 13-month salary and performance bonuses, within a dynamic multinational environment.

Qualifications

• Proven experience in call center or online trading industry preferred.
• Familiarity with online trading platforms is advantageous.
• Able to work various shifts including evenings and weekends.

Responsibilities

• Assist local and overseas customers via phone, email, and live chat.
• Provide consultation services on trading platforms and resolve technical issues.
• Record and organize customer feedback and contribute to process development.
• Record, file and organize customer feedback and suggestions.
• Contribute to customer service process improvements and training materials.
• Handle multiple inquiries and work within assigned shifts.

Skills

Communication skills

Problem-solving abilities

Customer service knowledge

Team player

Computer literacy

Education

Degree or above in relevant qualifications

Diploma in Business, Economics, or Financial-related courses

Tools

CRM software

Live chat tools

Job description

• Responsible for local and overseas customers/clients, where the work languages used are English, Malay and Chinese.
• Respond to customer/client inquiries and provide comprehensive support via various communication channels, including phone, email and live chat.
• Assist customers/clients with trading account registration, onboarding and verification processes.
• Provide consultation services on trading platform, tools and features, addressing any technical or operational issues that may be encountered.
• Resolve customer/clients’ concerns and questions promptly and professionally, escalating complex cases as necessary.
• Responsible for proper recording, filing and organizing of customer feedback and suggestions.
• Contribute to the development of customer service processes, knowledge bases, and training materials.
• Perform with other ad-hoc duties as per assigned from time to time.

• Degree or above in the relevant qualifications. Diploma in Business, Economics and Financial- related courses are welcome to apply.
• Proven working experience in the related field is preferred, especially in the call center, online trading and/or stockbroking industry. Fresh graduates are welcome to apply.
• Familiarity with online trading platforms, stock exchanges, capital/financial markets, trading regulations and investment products are advantageous.
• Computer literacy is preferred.
• Language proficiency in English, Malay is a must, while Chinese/Mandarin is advantageous.
• Professionalism, independent, meticulous, patient, empathy, strong problem-solving and decision-making abilities, excellent communication and interpersonal skills with certain level of customer service knowledge and belief.
• Excellent team player and high working efficiency. Able to work under pressure and to manage multiple customer/client inquiries simultaneously and in a timely manner.
• Able to work according to the assigned shifts which include evening shifts, night shifts and weekend shifts. Shift allowance shall be provided for evening and night shifts respectively.

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

• 13-Month Salary (Contractual Bonus)
• Performance-Based Variable Bonus
• Basic Salary + Shift Allowances
• Convenient Access to Public Transport
• FINRA SIE 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.