Brokerage Services Support Specialist at Moomoo — Malaysia

About The Role

Moomoo is a comprehensive brokerage platform that empowers proactive investors to take control of their financial future with ease and confidence. We integrate professional trading data, global financial news, a trading community, and an innovative web platform to provide users with better data, tools, and performance.

Join our dynamic team at Moomoo as a Brokerage Services Support Specialist, where your passion for finance and technology can thrive.

Provide professional customer support and consultation to local and overseas customers through official communication channels, including online chat, telephone, and other designated platforms.
Provide users/clients with guidance on trading account registration, account opening, fund deposits and withdrawals, and related processes.
Provide timely and accurate guidance on software and platform-related operational issues encountered by customers.
Handle general customer complaints and inquiries professionally and effectively, and escalate complex or sensitive cases to the relevant backend teams when necessary.
Record, categorize, and analyze customer feedback and inquiries to support service quality improvement and enhance the overall customer experience.
Achieve assigned customer service KPIs, including answer rate, customer satisfaction, first-contact resolution rate, average handling time, quality/error rate, and other relevant performance indicators.
Maintain accurate and timely records of customer interactions and follow established customer service procedures and guidelines.
Perform other ad-hoc duties and responsibilities as assigned from time to time.
Degree or above, preferably in Finance, Economics, Business, Management, or a related discipline.
Relevant working experience in customer service, contact centre, technical support, securities brokerage, or a related industry is preferred. Fresh graduates are welcome to apply.
Proficient in Mandarin and Cantonese, with strong written and verbal communication skills. Good command of English, particularly spoken English, will be an added advantage.
Customer-oriented, detail-oriented, patient, reliable, and professional, with a good understanding of customer service principles.
Strong willingness to learn and the ability to adapt quickly to changes and new financial products, systems, and processes.
Able to remain calm and professional when handling challenging customer interactions.
Able to work effectively under pressure, manage high volumes of customer inquiries, and handle multiple customer requests efficiently.
Strong teamwork, communication, problem-solving, and time-management skills.
Willing to work according to assigned shifts, including evening, night, and public holiday shifts. Applicable shift allowances will be provided in accordance with the Company's policy