Brokerage Services Support Specialist

Role Overview

Brokerage Services Support Specialist at moomoo, a comprehensive brokerage platform offering professional trading data, global financial news, trading community access, and an innovative web platform to proactive investors worldwide.

Company Overview

Moomoo integrates professional trading data, global financial news, a trading community, and an innovative web platform to provide users with better data, tools, and performance.

Role Purpose

Deliver exceptional customer support to local and overseas clients by responding to inquiries across multiple channels, guiding users through platform onboarding, resolving technical and operational issues, and identifying opportunities for account expansion and cross-sell growth.

Key Responsibilities

Customer Support & Communication

• Respond to customer and client inquiries and provide comprehensive support via phone, email, and live chat.
• Resolve customer and client concerns and questions promptly and professionally, escalating complex cases as necessary.
• Manage and respond to customers and clients in Arabic and English.

Onboarding & Account Management

• Proactively guide new customers through onboarding, ensuring they understand and fully utilize product features to achieve their business goals.
• Assist customers and clients with trading account registration and verification processes.

Sales & Opportunity Development

• Identify and qualify potential opportunities for account expansion, upgrades, or cross-sells during routine customer interactions.

Technical Support & Consultation

• Provide consultation services on trading platform, tools, and features, addressing any technical or operational issues that may be encountered.

Case Management & Documentation

• Assist in handling and resolving customer complaint cases escalated from frontline channels, ensuring timely follow-up and proper case closure.
• Maintain proper recording, filing, and organizing of customer feedback and suggestions.

Process & Knowledge Development

• Contribute to the development of customer service processes, knowledge bases, and training materials.

General Duties

• Perform ad-hoc duties as assigned from time to time.

Qualifications & Experience

• Bachelor's degree or above; fresh graduates with strong internship experience in finance are encouraged to apply.
• Diploma with minimum 1–2 years of relevant work experience in brokerage or call center.
• Proven working experience in call center, sales support, technical support, online trading, or stockbroking industry is preferred.
• Familiarity with online trading platforms, stock exchanges, capital and financial markets, trading regulations, and investment products is advantageous.

Skills & Competencies

• Language proficiency in Arabic is required; English or Mandarin is advantageous.
• Computer literacy is preferred.
• Professionalism, independence, meticulousness, patience, and empathy.
• Strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills.
• Customer service knowledge and commitment to customer satisfaction.
• Excellent team player with high working efficiency.
• Ability to work under pressure and manage multiple customer and client inquiries simultaneously and in a timely manner.

Additional Information

• Able to work according to assigned shifts, including evening shifts, night shifts, and weekend shifts.
• Shift allowance provided for evening and night shifts.
• Paid Time Off.
• Training & Development.
• Performance Bonus.