Customer Service Executive

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.