Junior Customer Service Executive

Qube Markets; Malaysia; On-site; MYR 33,000 - 60,000; Full time

Job summary

Qube Markets in Malaysia is seeking a Junior Customer Service Executive to support clients across live chat, email, and other channels. You will help with account registration, KYC verification, deposits and withdrawals, and general enquiries about the MT4/MT5 platform, collaborating with Risk, Finance, Operations, and IT to resolve issues.

The role requires a customer-focused, detail-oriented individual who can learn quickly in a fast-paced online trading environment and maintain accurate

Qualifications

• Excellent written and spoken English and Mandarin with clear communication.
• Customer-first mindset with high service standards.
• Detail-oriented with accurate record-keeping and data entry.
• Ability to follow procedures while using good judgement.

Responsibilities

• Respond promptly to customer inquiries via live chat, email, and other channels.
• Assist customers with registration, KYC, profile updates, login issues, and password resets.
• Process deposits, withdrawals, and internal transfers per procedures and compliance.
• Support MT4/MT5 account setup and platform usage inquiries.
• Own cases and follow up until resolved, escalating when needed.
• Handle complaints professionally and provide timely updates.
• Coordinate with Risk, Finance, Operations, IT to resolve issues.
• Identify suspicious activity and escalate to the appropriate teams.
• Maintain accurate records in the CRM or ticketing system.
• Collect feedback and suggest improvements to processes and customer experience.
• Support other CS and operational activities as assigned.

Skills

Customer service mindset

English & Mandarin bilingual

KYC processes familiarity

CRM platforms

Ticketing systems

Attention to detail

Problem solving

Tools

MT4/MT5 knowledge

CRM platforms

Ticketing systems

Job description

We are looking for a Junior Customer Service Executive to support our clients across live chat, email, and other communication channels. You will assist customers with account registration, identity verification, deposits and withdrawals, and general enquiries about the MT4/MT5 platform. You will also work closely with our Risk, Finance, Operations, and IT teams to ensure customer issues are handled accurately and resolved promptly. This role is suitable for someone who is customer-focused, detail-oriented, eager to learn, and comfortable working in a fast-paced online trading environment.

Responsibilities

• Respond promptly and professionally to customer enquiries through live chat, email, and other supported communication channels.
• Assist customers with account registration, KYC verification, profile updates, login issues, and password reset procedures.
• Process and follow up on deposits, withdrawals, and internal transfer requests in accordance with company procedures and compliance requirements.
• Support customers with MT4/MT5 account setup, trading platform usage, trading products, and general platform-related enquiries.
• Take ownership of customer cases and follow up with customers until their issues are resolved.
• Handle complaints professionally, investigate the circumstances, and provide clear and timely updates.
• Coordinate with Risk, Finance, Operations, IT, and other internal teams to resolve customer and operational issues.
• Identify and escalat suspicious activity, compliance concerns, security issues, and operational risks to the appropriate teams.
• Maintain complete and accurate records of customer interactions, case progress, and operational activities in the company's CRM or ticketing system.
• Collect customer feedback and suggest improvements to the customer experience, internal workflows, and standard operating procedures.
• Support other customer service and operational activities assigned by the Team Leader or management.

Required Skills

• A strong customer-first and service-oriented mindset.
• Good written and verbal communication skills in both English and Mandarin Chinese.
• Ability to understand customer concerns and provide clear, accurate, and practical solutions.
• Patience, professionalism, and empathy when handling complaints or difficult situations.
• Strong attention to detail, particularly when processing account, KYC, deposit, withdrawal, and transfer requests.
• Ability to follow established procedures while applying sound judgement to different customer situations.
• A responsible approach to customer information, compliance, security, and operational accuracy.
• Good organisational and follow-up skills, with a willingness to take ownership of assigned cases.
• Ability to learn new products, systems, policies, and procedures quickly.
• Comfortable working in a fast-paced environment with changing priorities.
• Open to feedback and committed to continuous improvement.
• Able to work effectively with colleagues across different departments.

Preferred Skills

• Previous experience in customer service, customer support, operations, or a similar customer-facing role.
• Experience in financial services, fintech, brokerage, foreign exchange, CFD, payments, or online trading.
• Familiarity with MT4, MT5, CRM platforms, ticketing systems, or KYC processes.
• Experience handling deposits, withdrawals, account verification, or payment-related enquiries.
• An understanding of customer data privacy, fraud prevention, compliance, or operational risk.
• Relevant industry experience is an advantage, but candidates with strong customer service fundamentals and the ability to learn quickly are also encouraged to apply.