Brokerage Services Support Specialist (Hong Kong Market)

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.

Join our dynamic team at Moomoo as a Brokerage Services Support Specialist, where your passion for finance and technology can thrive.

• Provide professional customer support and consultation to local and overseas customers through official communication channels, including online chat, telephone, and other designated platforms.
• Provide users/clients with guidance on trading account registration, account opening, fund deposits and withdrawals, and related processes.
• Provide timely and accurate guidance on software and platform-related operational issues encountered by customers.
• Handle general customer complaints and inquiries professionally and effectively, and escalate complex or sensitive cases to the relevant backend teams when necessary.
• Record, categorize, and analyze customer feedback and inquiries to support service quality improvement and enhance the overall customer experience.
• Achieve assigned customer service KPIs, including answer rate, customer satisfaction, first-contact resolution rate, average handling time, quality/error rate, and other relevant performance indicators.
• Maintain accurate and timely records of customer interactions and follow established customer service procedures and guidelines.
• Perform other ad-hoc duties and responsibilities as assigned from time to time.

• Degree or above, preferably in Finance, Economics, Business, Management, or a related discipline.
• Relevant working experience in customer service, contact centre, technical support, securities brokerage, or a related industry is preferred. Fresh graduates are welcome to apply.
• Proficient in Mandarin and Cantonese, with strong written and verbal communication skills. Good command of English, particularly spoken English, will be an added advantage.
• Customer-oriented, detail-oriented, patient, reliable, and professional, with a good understanding of customer service principles.
• Strong willingness to learn and the ability to adapt quickly to changes and new financial products, systems, and processes.
• Able to remain calm and professional when handling challenging customer interactions.
• Able to work effectively under pressure, manage high volumes of customer inquiries, and handle multiple customer requests efficiently.
• Strong teamwork, communication, problem-solving, and time-management skills.
• Willing to work according to assigned shifts, including evening, night, and public holiday shifts. Applicable shift allowances will be provided in accordance with the Company's policy