Customer Service

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

Job Description

About Us

Longbridge is a new-generation, AI-driven online brokerage on a mission to make investing smarter, simpler, and more accessible for everyone. Headquartered in Singapore, we are redefining the investment journey by connecting the stages of “Discovery → Learning → Trading.”

With our proprietary AI assistant, Longbridge AI, and a cloud-native infrastructure, we provide retail investors with institutional-grade insights and a seamless global trading network. At Longbridge, you won’t just be working for a brokerage; you’ll be building the future of financial infrastructure.

Key Responsibilities :

CLIENT SERVICING

• Multi-channel enquiries : Handle client enquiries via phone, email, in-app chat and walk-in channels, covering account, trading, platform and general service-related matters.
• CS mailbox : Manage the dedicated CS mailbox and ensure enquiries are properly followed up and resolved within agreed service standards.
• Customer outreach : Support customer outreach requests from internal teams, ensuring timely and accurate follow-up with clients.
• Case records : Maintain accurate case records, client communications and follow-up actions in the relevant systems.

COMPLAINT & ESCALATION MANAGEMENT

• Complaint handling : Handle client complaints and escalated cases, working with Operations, Compliance, Product, IT and other relevant teams where required.
• Service levels : Maintain expected service levels and turnaround times, including during peak periods, leave and other staff absences.

AI CHAT QUALITY & KNOWLEDGE MANAGEMENT

• Daily quality checks : Conduct daily quality checks on AI-generated in-app Chat responses, identifying inaccurate, incomplete or outdated information and coordinating corrections with the relevant teams.
• Knowledge bank : Regularly review and update the CS knowledge bank used by the AI Chat, ensuring information remains accurate, current and aligned with product, operational and regulatory requirements.
• Continuous improvement : Identify recurring client issues and provide feedback to improve processes, FAQs, knowledge content and overall client experience.
• CS initiatives : Support CS initiatives, process improvements and other ad-hoc projects as required.

Job Requirements

• DiplomaorBachelor’sdegreeinbusiness,finance,communicationsorarelatedfield.
• 2-5 years of relevant customer service experience, preferably in banking, brokerage, fintech or financial services.
• Experiencehandlingcomplaintsandescalatedcasesacrossmultiplechannelsisanadvantage.
• Goodunderstandingoffinancialproducts,brokerageservicesand/ordigitaltradingplatformsisanadvantage.
• Comfortableworkingwithdigitalplatforms,CRMsystemsandAI-enabledcustomerservicetools.
• Confidentmaintainingstructuredknowledgecontentandidentifyinginaccuraciesinit.
• Strongwrittenandverbalcommunicationskillswithgoodproblem-solvingandcomplaint-handlingabilities.
• Strongattentiontodetail,withtheabilitytoidentifyinaccuraciesandfollowthroughonclientissues.
• Able to work independently while collaborating effectively with cross-functional teams, and to manage multiple priorities.
• Mandarin-speaking ability is an advantage.