Brokerage Services Support Specialist

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.Responsibility:Join our dynamic team at Moomoo as a Brokerage Services Support Specialist, where your passion for finance and technology can thrive.Responsible for local and overseas customers/clients, the work languages used are Arabic and EnglishRespond to customer/client inquiries and provide comprehensive support via various communication channels, including phone, email and live chatProactively guide new customers through onboarding, ensuring they understand and fully utilize product features to achieve their business goalsIdentify and qualify potential opportunities for account expansion, upgrades, or cross-sells during routine customer interactionsAssist customers/clients with trading account registration and verification processesProvide consultation services on trading platform, tools and features, addressing any technical or operational issues that may be encounteredResolve customer/clients' concerns and questions promptly and professionally, escalating complex cases as necessaryAssist in handling and resolving customer complaint cases escalated from frontline channels, ensuring timely follow-up and proper case closureResponsible for proper recording, filing and organizing of customer feedback and suggestionsContribute to the development of customer service processes, knowledge bases, and training materialsPerform with other ad-hoc duties as per assigned from time to timeRequirementsBachelor's degree or above (fresh graduates with strong internship experience in finance are encouraged to apply); or Diploma holders with minimum 1-2 years of relevant work experience in brokerage/call centerProven working experience in the related field is preferred, especially in the call center, sales support, technical support, online trading and/or stockbroking industry. Familiarity with online trading platforms, stock exchanges, capital/financial markets, trading regulations and investment products are advantageousComputer literacy is preferredLanguage proficiency in Arabic is a must, while English/Mandarin is advantageousProfessionalism, independent, meticulous, patient, empathy, strong problem-solving and decision-making abilities, excellent communication and interpersonal skills with certain level of customer service knowledge and beliefExcellent team player and high working efficiency. Able to work under pressure and to manage multiple customer/client inquiries simultaneously and in a timely mannerAble to work according to the assigned shifts, which include evening shifts, night shifts and weekend shifts. Shift allowance shall be provided for evening and night shifts respectively*Please note that only short-listed candidates will be contacted. Thank you.BenefitsPaid Time OffTraining & DevelopmentPerformance Bonus