Customer Service

Longbridge Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Longbridge Singapore is a new-generation, AI-driven online brokerage. We seek a client-focused professional to manage multi-channel inquiries, complaints, and knowledge updates, ensuring accurate case records and timely follow-up.

Role involves working with AI-enabled tools, maintaining a robust knowledge base, and driving continuous improvement across CS processes. Diploma/Bachelor’s in business/finance/communications and 2–5 years of relevant experience are preferred. Mandarin is a plus.

Qualifications

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

Responsibilities

• Handle client enquiries via phone, email, in-app chat and walk-in channels across account, trading, platform and service matters.
• Manage the CS mailbox and ensure enquiries are resolved within service standards.
• Support customer outreach requests from internal teams with timely follow-up.
• Maintain accurate case records and client communications in the relevant systems.
• Handle client complaints and escalated cases, coordinating with Operations, Compliance, Product and IT as needed.
• Conduct daily quality checks on AI-generated in-app Chat responses and coordinate corrections with relevant teams.
• Regularly review and update the CS knowledge bank to keep information current and aligned with product and regulatory requirements.

Skills

Customer service

Complaint handling

Multichannel support

AI chat QA

Knowledge management

CRM systems

Attention to detail

Independent yet collaborative

Mandarin advantage

Education

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

Job description

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:

• Diploma or Bachelor’s degree in business, finance, communications or a related field.
• 2–5 years of relevant customer service experience, preferably in banking, brokerage, fintech or financial services.
• Experience handling complaints and escalated cases across multiple channels is an advantage.
• Good understanding of financial products, brokerage services and/or digital trading platforms is an advantage.
• Comfortable working with digital platforms, CRM systems and AI-enabled customer service tools.
• Confident maintaining structured knowledge content and identifying inaccuracies in it.
• Strong written and verbal communication skills with good problem-solving and complaint-handling abilities.
• Strong attention to detail, with the ability to identify inaccuracies and follow through on client issues.
• Able to work independently while collaborating effectively with cross-functional teams, and to manage multiple priorities.
• Mandarin-speaking ability is an advantage.