Customer Service/customer Support

**Keen to explore a career in stockbroking or financial services?**
Are you a _**great communicator**_with a passion for learning and problem-solving?
Join us now as a **Customer Support** Whether you're an experienced professional or a fresh graduate with the right attitude, this is your chance to make an impact by _**helping clients trade with ease and confidence**_

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**Job purpose**:

- To deliver exceptional, multilingual **customer support**to clients and stakeholders in the securities brokerage industry, ensuring efficient resolution of inquiries, seamless account management, and compliance with regulatory standards.
- This role is pivotal in **enhancing client satisfaction, fostering long-term relationships, and supporting the company’s reputation** as a trusted financial services provider.

**Key responsibilities**:
**1. Client Support & Communication**:

- Deliver prompt, accurate, and professional assistance to clients.

**2. Account Management**:

- Assist clients with **account opening, verification, and approval processes**, ensuring compliance with regulatory requirements.
- Guide clients through platform navigation, troubleshooting, and transactional support.

**3. Issue Resolution & Collaboration**:

- Investigate and **resolve customer concerns** efficiently, escalating complex cases to relevant departments (e.g., Compliance, Operations, Dealing, IT).
- Work closely with dealers, remisiers, and internal teams to ensure seamless service delivery.

**4. Market & Product Expertise**:

- Stay updated on **stock market trends, trading platforms, investment products (e.g., equities, derivatives), and regulatory changes** to provide informed support.

**5. Shift-Based Operations**:

- Work in **rotating shifts** (including nights/midnights) with applicable shift allowances.

**6. Ad-Hoc Duties**:

- Participate in process improvements, training, and other tasks as assigned.

**Job requirements**:
**1. Experience**:

- Preferred: Minimum 1 year experience in **customer service, call centers, or financial services**(e.g., stockbroking, online trading, banking)**.**:

- Fresh graduates with relevant internships experience or certifications (e.g., Capital Markets Services Representative License) are encouraged to apply

**2. Technical Skills**:

- Familiarity with **trading platforms, Bursa Malaysia/US Market/HKEX operations, and KYC/AML procedures**.
- Basic understanding of **financial instruments (stocks, ETFs)** and trading terminology.

**3. Language Proficiency**:

- **Fluent in English and Malay (written/spoken).**

**4. Soft Skills**:

- Empathetic, patient, and meticulous with a customer-first mindset.
- Strong problem-solving, decision-making, and conflict-resolution skills.
- Ability to multitask under pressure while maintaining accuracy.

**5. Shift Flexibility**:

- Willingness to work on **rotational shifts**, including nights, weekends, public holidays, with shift allowances.

**6. Certifications (Preferred but Not Mandatory)**:

- CMSRL, FIMM, or SC licensing would be advantageous.

**Personal Qualities/Attributes**:
**1. Active Listening & Clarity**:

- Ability to listen attentively to client concerns and articulate solutions clearly and concisely.

**2. Empathy & Patience**:

- Demonstrate emotional intelligence to handle frustrated or inexperienced clients calmly and professionally.

**3. Adaptability & Learning Agility**:

- Quickly adapt to market changes, new regulations, or platform updates and explain them to clients in simple terms.

**4. Conflict Resolution**:

- Skill in de-escalating tense situations (e.g., trading losses, account issues) with diplomacy.

**5. Team Collaboration**:

- Work effectively with dealers, remisiers, and compliance teams to resolve cross-departmental issues.

**6. Time Management & Multitasking**:
**7. Cultural Sensitivity**:

- Navigate diverse client backgrounds (e.g., retail investors, high-net-worth individuals) with tact.

**8. Positive Attitude & Resilience**:

- Maintain professionalism under pressure (e.g., during market volatility or high inquiry volumes).

**Job Type**: Permanent

**Benefits**:

- Health insurance
- Professional development

Application Question(s):

- How many years of experience do you have in Customer Service/Customer Support?
- Are you able to work on night shifts and public holiday? Shift allowance will be provided.
- How much is your minimum expected salary?
- Do you have experience in using any investment/trading apps (e.g.: M+Global, Rakuten, Luno, Binance,...)?
- Are you able to work in our office at KL Eco City? *walking distance from LRT station

Work Location: In person