Brokerage Service Support Specialist

About Moomoo

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 English.

Respond to customer/client inquiries and provide comprehensive support via various communication channels, including phone, email, and live chat.

Proactively guide new customers through onboarding, ensuring they understand and fully utilize product features to achieve their business goals.

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

Assist customers/clients with trading account registration and verification processes.

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

Resolve customer/clients’ concerns and questions promptly and professionally, escalating complex cases as necessary.

Assist in handling and resolving customer complaint cases escalated from frontline channels, ensuring timely follow-up and proper case closure.

Responsible for proper recording, filing, and organizing of customer feedback and suggestions.

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

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

Requirements

Bachelor’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 or call center.

Proven 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 advantageous.

Computer literacy is preferred.

Language proficiency in Arabic is a must, while English or Mandarin is advantageous.

Professionalism, independence, meticulousness, patience, empathy, strong problem-solving and decision-making abilities, excellent communication and interpersonal skills with a certain level of customer service knowledge and belief.

Excellent team player and high working efficiency. Able to work under pressure and manage multiple customer/client inquiries simultaneously and in a timely manner.

Able 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.

Benefits

Paid time off

Training and development

Performance bonus