Customer Service Officer

Responsibilities

1. Responsible for local and overseas customers / clients, where the work languages used are English, Malay and Chinese.
2. Respond to customer / client inquiries and provide comprehensive support via various communication channels, including phone, email and live chat.
3. Assist customers / clients with trading account registration, onboarding and verification processes.
4. Provide consultation services on trading platform, tools and features, addressing any technical or operational issues that may be encountered.
5. Resolve customer / clients’ concerns and questions promptly and professionally, escalating complex cases as necessary.
6. Responsible for proper recording, filing and organizing of customer feedback and suggestions.
7. Contribute to the development of customer service processes, knowledge bases, and training materials.
8. Perform other ad-hoc duties as assigned from time to time.

1. Degree or above in relevant qualifications. Diploma in Business, Economics and Financial-related courses are welcome to apply.
2. Proven working experience in the related field is preferred, especially in the call center, online trading and/or stockbroking industry. Fresh graduates are welcome to apply.
3. Familiarity with online trading platforms, stock exchanges, capital/financial markets, trading regulations and investment products is advantageous.
4. Computer literacy is preferred.
5. Language proficiency in English and Malay is a must, while Chinese/Mandarin is advantageous.
6. Professionalism, independence, meticulousness, patience, empathy, strong problem-solving and decision-making abilities, excellent communication and interpersonal skills with a certain level of customer service knowledge and belief.
7. Excellent team player with high working efficiency. Able to work under pressure and manage multiple customer/client inquiries simultaneously and in a timely manner.
8. Able to work according to the assigned shifts which include evening shifts, night shifts, and weekend shifts. Shift allowance shall be provided for evening and night shifts respectively.

1. Competitive compensation & benefits
2. Fun-loving and diverse work environment
3. Business casual work attire every day