Fintech Customer Support Specialist — Bilingual EN/Mandarin

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

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.