Customer Service Executive
Posted Updated 6
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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.
About the Role
As a Customer Service Executive, you will be the first point of contact for our customers, providing timely, accurate and empathetic support across multiple channels, including in-app chat, email and phone.
As this is a 24/7 Customer Service team, you must be comfortable working on a rotating shift basis, including night shifts, weekends and public holidays.
Key Responsibilities:
Requirements
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.
About the Role
As a Customer Service Executive, you will be the first point of contact for our customers, providing timely, accurate and empathetic support across multiple channels, including in-app chat, email and phone.
As this is a 24/7 Customer Service team, you must be comfortable working on a rotating shift basis, including night shifts, weekends and public holidays.
Key Responsibilities:
- Respond to customer enquiries promptly, professionally and patiently, with a focus on resolving issues at the first point of contact.
- Provide accurate and clear information on our products, services, account-related matters and platform features.
- Accurately record customer interactions, enquiries, feedback and complaints in the CRM system.
- Identify and escalate complex or sensitive cases to the Shift Lead / Senior Customer Service Officer in accordance with established SOPs and escalation procedures.
- Maintain a strong understanding of the company's products, services, policies and procedures to ensure accurate and consistent customer support.
- Handle customer complaints professionally and demonstrate empathy when managing challenging situations.
- Work closely with internal teams to follow up on customer issues and ensure timely resolution.
- Meet or exceed key performance indicators (KPIs), including response time, first-contact resolution (FCR), service quality and customer satisfaction (CSAT).
- Maintain good attendance, punctuality and adherence to assigned shifts.
- Support other operational activities and initiatives as required by the Customer Service team.
Requirements
- Fluent in English and Mandarin; Bahasa Melayu is an added advantage.
- Minimum 2 years of customer service / contact-centre experience preferred; candidates with relevant experience in brokerage, securities, banking, fintech or financial services will have an advantage.
- Basic knowledge of stocks, equities, trading or financial markets will be an advantage.
- Strong communication, interpersonal and problem-solving skills.
- Customer-focused, patient and empathetic, with the ability to handle challenging situations professionally.
- Comfortable using CRM and digital customer-support platforms.
- Willing and able to work rotating shifts, including night shifts, weekends and public holidays.
- Good attendance, punctuality and reliability.
