Brokerage Services Support Specialist

About moomoo

moomoo is a comprehensive brokerage platform designed to empower investors with professional trading data, global financial news, and an active trading community. The platform integrates innovative web tools to provide users with enhanced data, resources, and performance capabilities for managing their financial futures.

Role Overview

moomoo is seeking a Brokerage Services Support Specialist to join its team in Riyadh, Riyadh Province. This full-time role is suitable for candidates with 0-1 years of experience, including fresh graduates with relevant internship experience. The specialist will provide comprehensive support to local and overseas customers in both Arabic and English.

Key Responsibilities

• Respond to customer inquiries and provide support via phone, email, and live chat in Arabic and English.
• Guide new customers through the onboarding process, ensuring understanding and utilization of product features.
• Identify potential opportunities for account expansion, upgrades, or cross-sells during customer interactions.
• Assist customers with trading account registration and verification processes.
• Provide consultation on trading platforms, tools, and features, addressing technical or operational issues.
• Resolve customer concerns promptly and professionally, escalating complex cases as needed.
• Handle and resolve escalated customer complaint cases, ensuring timely follow-up and proper closure.
• Record, file, and organize customer feedback and suggestions accurately.
• Contribute to the development of customer service processes, knowledge bases, and training materials.
• Perform other assigned ad-hoc duties.

Qualifications and Requirements

• Bachelor’s degree or above (fresh graduates with strong finance internship experience are encouraged to apply); or Diploma holders with a minimum of 1-2 years of relevant work experience in brokerage or a call center.
• Proven working experience in a related field is preferred, particularly in call center, sales support, technical support, online trading, or stockbroking.
• Familiarity with online trading platforms, stock exchanges, capital/financial markets, trading regulations, and investment products is advantageous.
• Computer literacy is preferred.

Required Skills and Attributes

• Professionalism, independence, meticulousness, patience, and empathy.
• Strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills, coupled with customer service knowledge.
• Ability to work effectively as part of a team and maintain high working efficiency.
• Capacity to work under pressure and manage multiple customer inquiries simultaneously and efficiently.

Work Schedule

The role requires working assigned shifts, which may include evening, night, and weekend shifts. Shift allowances will be provided for evening and night shifts.