Customer Service Associate

About Longbridge

Longbridge is an innovative AI-powered online brokerage headquartered in Singapore, focused on simplifying and enhancing the investing experience. Our mission is to make investing smarter, easier, and more accessible by seamlessly integrating the stages of Discovery, Learning, and Trading through our proprietary AI assistant and cloud-native technology.

Key Responsibilities

• Respond to client inquiries via phone, email, in-app chat, and in-person visits, addressing account, trading, platform, and general service questions.
• Manage the customer service mailbox to ensure timely handling and resolution of queries within established service standards.
• Assist internal teams with customer outreach efforts, ensuring prompt and accurate follow-up communications.
• Maintain detailed case records, client correspondences, and follow-up activities in designated systems.
• Handle client complaints and escalations, collaborating with Operations, Compliance, Product, IT, and other relevant departments as needed.
• Adhere to expected service levels and turnaround times, including during high-demand periods and staff shortages.
• Perform daily quality assessments of AI-generated chat responses, identifying and coordinating corrections for inaccurate or outdated information.
• Regularly review and update the customer service knowledge base that supports the AI chat, ensuring alignment with product, operational, and regulatory guidelines.
• Identify repeated client issues and provide feedback for enhancements in processes, FAQs, and knowledge content to improve overall client satisfaction.
• Support customer service initiatives, process optimization projects, and other tasks as assigned.

Candidate Requirements

• Diploma or Bachelor's degree in business, finance, communications, or a related discipline.
• Between 2 to 5 years of relevant customer service experience, ideally within banking, brokerage, fintech, or financial services sectors.
• Proficiency in managing complaints and escalated cases across multiple communication channels is beneficial.
• Good understanding of financial products, brokerage operations, or digital trading platforms adds value.
• Comfortable using digital platforms, CRM tools, and AI-enabled customer service technologies.
• Skilled in maintaining structured knowledge content and spotting errors or inconsistencies.
• Excellent verbal and written communication capabilities and strong problem-solving skills, particularly in complaint resolution.
• Meticulous attention to detail with a focus on following up on client issues effectively.
• Ability to work independently while coordinating well with cross-functional teams and managing competing priorities.
• Mandarin language skills are considered an advantage.