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 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 with other ad-hoc duties as per 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/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/Mandarin is advantageous.
• Professionalism, independent, meticulous, patient, empathy, strong problem-solving and decision-making abilities, excellent communication and interpersonal skills with certain level of customer service knowledge and belief.
• Excellent team player and high working efficiency. Able to work under pressure and to 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.

*Please note that only short-listed candidates will be contacted. Thank you.

Benefits

• Paid Time Off
• Training & Development
• Performance Bonus