Customer Support Officer

GO Markets Support; Kuala Lumpur; On-site; MYR 48,000 - 60,000; Full time

Job summary

A financial services provider based in Kuala Lumpur seeks a Client Support Specialist to provide exceptional support to global clients, handling technical and operational queries. The ideal candidate should have a Bachelor's degree in relevant fields and at least 2 years of customer service experience, preferably in a brokerage or fintech environment. The role requires excellent communication skills and attention to detail, with fluency in English and Mandarin as a valued asset. Weekend and night shifts are required.

Qualifications

• Minimum of 2 years' customer service experience preferred.
• Experience in brokerage, trading, or fintech companies preferred.
• Knowledge of AML and KYC regulations across multiple jurisdictions is an advantage.
• Excellent written and verbal communication skills required.
• Availability to work on weekends and night shifts.
• Prior knowledge or experience in the financial market is desirable.

Responsibilities

• Provide client support including technical and operational queries.
• Respond to inquiries via email, live chat, and telephone.
• Manage relationships with new and existing global clients.
• Implement new procedures and adhere to compliance practices.
• Ensure timely processing of KYC documentation.
• Support Account Managers with client requests.

Skills

Client relationship management

Strong communication skills

Technical and fundamental analysis

Negotiation skills

Attention to detail

Fluency in English

Proficiency in Mandarin

Education

Bachelor degree in Finance/ Economics/ Banking/ Business Administration

Job description

Provide client support including technical, operational, and product-related queries.

Responding to incoming inquiries from clients via email, live chat, and telephone in a timely and professional manner

Client relationship management with new and existing global clients

Providing assistance in implementing new procedures and processes

Adhere to revisions to existing compliance practices and procedures, as implemented by the Compliance Manager / Compliance Committee

Strong negotiation skills and ability to close deals.

Ensure risks and issues are handled and monitored across the team in line with agreed multi-jurisdictional policies and procedures and work on continuous improvement plans as required.

Process and review account applications.

Update and maintain accurate client accounts details on relevant systems.

Complete individual and team KPIs and SLAs.

Liaise with key departments regarding updates on accounts onboarding procedures.

Responsible for ensuring timely, complete, and accurate processing of KYC.

Support the Account Managers by collating the information required and managing client requests.

Act as a subject matter expert in the execution and implementation of our KYC/Anti-Money Laundering policies.

Requirements

Bachelor degree in Finance/ Economics/ Banking/ Business Administration is preferred.

Minimum of 2 years' customer service experience is strongly preferred; worked in a brokerage, trading, or fintech company is strongly preferred.

Knowledge of AML and KYC across multiple jurisdictions would be an advantage.

Excellent written and verbal communication skills.

Strong knowledge of technical and fundamental analysis with excellent attention to detail.

Fluency in English is mandatory, with proficiency in Mandarin highly preferred due to market needs.

Prior knowledge or experience in the financial market is desirable.

This role will be required to work on weekends and night shift, only apply when you are able to accept rotational shift. (Night shift allowance provided)

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