Client Experience Specialist – FinTech & AI

Long Bridge HK Limited; Santo Niño 1st; On-site; PHP 350,000 - 650,000; Full time

Job summary

Longbridge is seeking a customer service professional to handle multi-channel inquiries, manage a dedicated CS mailbox, and support outreach with accurate follow-up. The role includes escalating complaints across teams and maintaining case records in relevant systems.

The candidate should have 2-5 years in customer service, preferably in financial services, with strong communications skills and attention to detail. Mandarin ability is a plus.

Qualifications

• Diploma or Bachelor's degree in business, finance, communications or related field.
• 2-5 years of relevant customer service experience in banking, brokerage, fintech or financial services.
• Experience handling complaints and escalated cases across multiple channels is advantageous.
• Good understanding of financial products and digital trading platforms is advantageous.
• Comfortable working with digital platforms, CRM systems and AI-enabled customer service tools.
• Strong written and verbal communication skills with problem solving and complaint handling abilities.

Responsibilities

• Handle client enquiries via phone, email, in-app chat and walk-in channels.
• Manage CS mailbox and ensure timely follow-up and resolution of inquiries.
• Support customer outreach requests from internal teams with accurate follow-up.
• Maintain accurate case records and documentation in the systems.
• Handle client complaints and escalated cases with cross-functional collaboration.
• Conduct daily quality checks on AI-generated chat responses and update knowledge content.

Skills

Multichannel support

Communication skills

Complaint handling

Attention to detail

Mandarin language (advantage)

Education

Diploma or Bachelor's degree in business, finance, communications or related field

Tools

CRM systems

AI-enabled customer service tools

Job description

Longbridge is seeking a customer service professional to handle multi-channel inquiries, manage a dedicated CS mailbox, and support outreach with accurate follow-up. The role includes escalating complaints across teams and maintaining case records in relevant systems.

The candidate should have 2-5 years in customer service, preferably in financial services, with strong communications skills and attention to detail. Mandarin ability is a plus.