Customer Services Executive / Senior Customer Services Executive

Long Bridge HK Limited; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Longbridge is seeking a Customer Service Executive in Kuala Lumpur, Malaysia. You will be the first point of contact for customers, providing timely, accurate and empathetic support across in-app chat, email and phone on a 24/7 rotating shift.

Fluent in English and Mandarin; Bahasa Melayu is an added advantage. You will answer inquiries, log interactions in the CRM, and escalate complex cases according to SOPs.

Qualifications

• Minimum 2 years of customer service / contact-centre experience.
• Fluent in English and Mandarin; Bahasa Melayu is an added advantage.
• Knowledge of stocks, equities, trading or financial markets is a bonus.
• Strong communication 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.

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 products, services, account-related matters and platform features.
• Accurately record customer interactions, enquiries, feedback and complaints in the CRM system.
• Identify and escalate complex or sensitive cases according to SOPs and escalation procedures.
• Maintain understanding of company products, services, policies and procedures to ensure accurate support.
• Handle customer complaints professionally and demonstrate empathy in challenging situations.
• Work closely with internal teams to follow up on customer issues and ensure timely resolution.
• Meet or exceed KPIs including response time, first-contact resolution, service quality and CSAT.
• Maintain good attendance, punctuality and adherence to shifts.

Skills

English fluency

Mandarin fluency

Customer service experience

Communication skills

Empathy

Tools

CRM software

Digital support platforms

Job description

Job Description
About Us
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 escape 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.