Executive, Customer Service

Job description

This is a fully remote role based in Malaysia.

We will prioritize candidates who are based in Malaysia and do not require a work visa sponsorship.

About Us

MoneyHero Group (Nasdaq: MNY) is a market leading financial products platform in Greater Southeast Asia, reaching over 7.4m monthly unique users and working with more than 270 commercial partners across four markets including Singapore, Hong Kong S.A.R., The Philippines, and Taiwan.

The Finance team comprises dedicated professionals committed to shaping the financial health and success of the organization.

Our team is characterized by expertise, diligence, and a shared goal of ensuring the financial well-being and sustainability of the company.

Operating within a dynamic and collaborative environment, we provide diverse opportunities for growth and development in a regional setting.

Join us to navigate intriguing financial challenges and contribute to the well-being of the organization every day.

What We Offer

You will be entitled to a competitive salary and attractive benefits, including:

• Annual leave, birthday leave, tenure leave, international remote work leave, and more
• Professional trainings, career advancement and internal mobility opportunities
• Competitive benefits including insurance and mental wellness program

About the Job

MoneyHero is looking for a highly motivated and customer-oriented individual to join our Customer Operations team as a Customer Service Executive.

This role primarily involves handling customer inquiries and providing excellent service to our Hong Kong customer base through email, chat and phone support channels.

The ideal candidate will have strong written Cantonese communication skills, a passion for problem-solving, and a commitment to customer satisfaction.

Key Responsibilities

• Promptly and accurately respond to customer inquiries via email, chat and phone platforms.
  
  
• Effectively resolve customer issues and complaints to ensure a positive customer experience.
  
  
• Provide clear and concise information about MoneyHero's products and services.
  
  
• Escalate complex inquiries or complaints to the appropriate department or supervisor.
  
  
• Maintain accurate records of customer interactions and inquiries.
  
  
• Adhere to company policies and procedures regarding customer service.
  
  
• Contribute to the development and improvement of customer service processes.
  
  
• Collaborate with team members to achieve department goals and objectives.
  
  

Qualifications

• Fluency in written and spoken Hong Kong's Cantonese is mandatory.
  
  
• Good written and verbal communication skills in English.
  
  
• Minimum of 1 year of experience in a customer service role, specifically handling email and chat inquiries.
  
  
• Proficiency in using customer service software and tools.
  
  
• Strong problem-solving and critical thinking skills.
  
  
• Ability to multitask and prioritize tasks effectively.
  
  
• Excellent attention to detail and accuracy.
  
  
• Positive and professional attitude.
  
  
• Ability to work independently and as part of a team.
  
  

Preferred Qualifications

• Familiarity with Hong Kong’s financial services industry.
  
  
• Experience using Zendesk as a ticketing tool

What can you expect from us?

Impact : We are actively empowering and connecting people to a better financial future.

Join us if you want to help us achieve our mission.

Work : We have a team of over 350 talented individuals in 4 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives.

Culture : We take our work seriously but don’t hesitate to keep things light.

We can only create magic when we have a little bit of fun.

Thrive : We launched in 2014, and now help over 10 million monthly users make the best financial decisions.

Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career.

Reputation : We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group

EEO Statement

MoneyHero Group is an equal opportunity employer.

We value, support and respect all individuals and are committed to maintaining an inclusive and diverse working environment.

Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.

Privacy and Data

When you apply for a job on this site, the personal data contained in your application will be collected by MoneyHero Group.

Your data is stored in a range of systems and formats and will be processed for recruitment purposes in accordance with applicable data protection laws and the group's privacy policy.

Your information may be shared internally for the recruitment process and with service providers involved in recruitment activities.

For details, see the group's privacy and data handling information.

Required Skill Profession

Management & Operations