Senior Customer Service Executive (Shift Lead)

Long Bridge HK Limited; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Longbridge is seeking a Senior Customer Service Executive (Shift Lead) to oversee a 24/7 contact-centre operation in Kuala Lumpur. You will coach agents, escalate complex issues and ensure SLA/KPI targets are met, with seamless shift handovers.

The role requires 2–3 years in customer service, 1 year in a supervisory role, and English/Mandarin fluency (Bahasa Melayu a bonus). Expect rotating shifts including nights and weekends.

Qualifications

• Minimum 2-3 years of Customer Service experience, preferably in a contact-centre environment.
• At least 1 year in a senior, team lead or supervisory role preferred.
• Experience in banking, brokerage, securities, fintech or financial services is an advantage.

Responsibilities

• Act as the first escalation point for complex, sensitive or high-priority customer issues.
• Provide real-time coaching, guidance and support to Customer Service Officers.
• Monitor shift performance and ensure SLA, KPI and service-quality targets are achieved.
• Support workload allocation and ensure adequate coverage throughout the shift.
• Ensure adherence to SOPs, escalation procedures and service standards.
• Assist with onboarding, coaching and quality monitoring of new and existing agents.
• Identify recurring customer or operational issues and escalations to the Team Manager.
• Provide effective shift handover and highlight outstanding cases, escalations and operational issues.

Skills

Escalation handling

Coaching and mentoring

Problem solving

Shift flexibility

English & Mandarin fluency

Job description

The Senior Customer Service Executive (Shift Lead) plays a critical role in ensuring smooth and effective Customer Service operations throughout their assigned shift. You will serve as the first escalation point for complex or sensitive customer issues, provide real-time guidance and support to Customer Service Executives, and act as the primary point of contact for the Team Manager when they are off-duty. As part of 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

• Act as the first escalation point for complex, sensitive or high-priority customer issues.
• Provide real-time coaching, guidance and support to Customer Service Officers.
• Monitor shift performance and ensure SLA, KPI and service-quality targets are achieved.
• Support workload allocation and ensure adequate coverage throughout the shift.
• Ensure adherence to SOPs, escalation procedures and service standards.
• Assist with onboarding, coaching and quality monitoring of new and existing agents.
• Identify recurring customer or operational issues and escalations to the Team Manager.
• Provide effective shift handover and highlight outstanding cases, escalations and operational issues.

About you

• Minimum 2-3 years of Customer Service / Customer Support experience, preferably in a contact-centre environment.
• At least 1 year in a senior, team lead or supervisory role preferred.
• Experience in banking, brokerage, securities, fintech or financial services is an advantage.
• Basic knowledge of stocks, equities, trading or financial markets will be an advantage.
• Strong escalation-handling, problem-solving and decision-making skills.
• Strong coaching and mentoring ability.
• Good understanding of CS KPIs, SLAs and service quality.
• Fluent in English and Mandarin; Bahasa Melayu is an added advantage.
• Willing to work rotating shifts, including nights, weekends and public holidays.

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.

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Service Executive?
• How would you rate your Mandarin language skills?
• How would you rate your English language skills?
• Are you available for shift work?
• How many years' experience do you have in the financial services industry?

What can I earn as a Customer Service Executive