Customer Support Officer

As a Customer Support Agent, the individual will act as a liaison with clients, aiming to resolve client problems in a timely and efficient manner and contribute to the provision of an overall positive customer experience. The positions will require working in shifts. 

Key Responsibilities

• Communicating with clients via phone, email, and online chat, ensuring they receive the highest level of service and support.
• Assisting clients with enquiries on technical, onboarding, and other matters and following up as necessary, ensuring the highest levels of client satisfaction.
• Providing accurate, valid, and complete information to clients in a timely, efficient, and professional manner.
• Keeping up to date with knowledge on company products, trading platforms, and terms and conditions of trading.
• Receiving, handling, and escalating client complaints, as appropriate. 
• Working effectively and professionally with internal teams relating to the examination of client enquiries and providing solutions to clients.
• Maintaining the CRM system up to date with records of interactions and communication with clients.
• Providing Management with feedback on prospective and actual client expectations and with suggestions for the further growth of the business.
• Adhering to the Code of Conduct and the standards set for all client communications.
• Complying with internal company policies and procedures.
• Undertaking any other related tasks assigned by management.
• The positions will require working in shifts.

Experience and Skills Required

• Bachelor’s degree Finance, Business Administration, or other a related field. 
• Experience in a similar role will be considered an advantage.
• Excellent knowledge of English and Mandarin, both verbal and written. 
• We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• Fluency in reading, writing, and speaking in Spanish or Portuguese is an added advantage. 
• Computer literacy with very good working knowledge of Microsoft Office applications.
• Ability to work under pressure and meet tight deadlines.
• Enthusiastic, trustworthy, self- motivated with a ‘selling’ mindset.
• Ability to work independently.
• Team player.

Company information

Registration No.

1487837-A

Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia?

What's your expected monthly basic salary?

How many years' experience do you have as a Customer Support Officer?

Which of the following languages are you fluent in?

Are you available for shift work?

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