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

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 preferred, especially in call center, sales support, technical support, online trading and/or stockbroking. Familiarity with online trading platforms, stock exchanges, capital/financial markets, trading regulations and investment products advantageous. Computer literacy preferred. Language proficiency in Arabic is a must, while English/Mandarin advantageous. Professionalism, independent, meticulous, patient, empathy, strong problem-solving and decision-making abilities, excellent communication and interpersonal skills with customer service knowledge. Excellent team player and able to work under pressure and handle multiple inquiries. Able to work according to shifts including evenings, nights, and weekends; shift allowance provided.

Respond to customer inquiries and provide support via phone, email, and live chat; onboard new customers and ensure they understand and use product features; identify opportunities for account expansion, upgrades, or cross-sells; assist with trading account registration and verification; provide consultation on trading platform, tools, and features; resolve customer concerns and escalate complex cases as needed; handle and resolve escalated complaints with proper follow-up and closure; record, file, and organize customer feedback; contribute to development of customer service processes, knowledge bases, and training materials; perform ad-hoc duties as assigned.