Executive, Customer Service

Malacca Securities; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A reputable financial services provider in Kuala Lumpur seeks a Customer Support representative to deliver exceptional assistance to clients. This role involves managing inquiries, account processes, and resolving issues while maintaining compliance with industry standards. Ideal candidates should possess strong communication skills, a customer-first mindset, and familiarity with trading platforms. Whether experienced or a fresh graduate, this position presents a valuable opportunity to impact client satisfaction.

Qualifications

• Minimum 1 year experience in customer service or financial services preferred.
• Familiar with KYC/AML procedures and trading terminology.
• Strong decision-making and conflict-resolution skills.

Responsibilities

• Deliver exceptional customer support and manage client inquiries.
• Assist clients with account opening and compliance processes.
• Investigate and resolve customer concerns efficiently.

Skills

Empathy

Problem-solving

Communication

Multitasking

Education

Relevant internships or certifications

Tools

Trading platforms

Job description

Keen to explore a career in stockbroking or financial services? 📈
Are you a great communicator with a passion for learning and problem-solving?
Join us now as a Customer Support! 🌟 Whether you're an experienced professional or a fresh graduate with the right attitude, this is your chance to make an impact by helping clients trade with ease and confidence!

Job purpose:

To deliver exceptional customer support to clients and stakeholders in the securities brokerage industry, ensuring efficient resolution of inquiries, seamless account management and compliance with regulatory standards. This role is pivotal in enhancing client satisfaction, fostering long‑term relationships, and supporting the company’s reputation as a trusted financial services provider.

Key responsibilities:

• Client Support & Communication: Serve as the primary point of contact for local clients, addressing inquiries and providing support via phone, email, live chat and other digital channels. Deliver prompt, accurate, and professional assistance to clients.
• Account Management: Assist clients with account opening, verification, and approval processes, ensuring compliance with regulatory requirements. Guide clients through platform navigation, troubleshooting and transactional support.
• Issue Resolution & Collaboration: Investigate and resolve customer concerns efficiently, escalating complex cases to relevant departments (e.g., Compliance, Operations, Dealing, IT). Work closely with dealers, remisiers, and internal teams to ensure seamless service delivery.
• Market & Product Expertise: Stay updated on stock market trends, trading platforms, investment products (e.g., equities, derivatives), and regulatory changes to provide informed support.
• Shift‑Based Operations: Work in rotating shifts (including nights/midnights) with applicable shift allowances.
• Ad‑Hoc Duties: Participate in process improvements, training, and other tasks as assigned.

Job requirements:

• Experience: Preferred: Minimum 1 year experience in customer service, call centers or financial services (e.g., stockbroking, online trading, banking). Fresh graduates with relevant internships experience or certifications (e.g., Capital Markets Services Representative License) are encouraged to apply.
• Technical Skills: Familiarity with trading platforms, Bursa Malaysia/US Market/HKEX operations, and KYC/AML procedures. Basic understanding of financial instruments (stocks, ETFs) and trading terminology.
• Soft Skills: Empathetic, patient and meticulous with a customer‑first mindset. Strong problem‑solving, decision‑making, and conflict‑resolution skills. Ability to multitask under pressure while maintaining accuracy.