Executive, Customer Service

Executive, Customer Service This is a fully remote role to be 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. 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. The Executive, Customer Service will be responsible for: 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. In this role, we are looking for someone with: 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. Good to have: Familiarity with Hong Kong’s financial services industry. Experience using Zendesk as ticketing tool #LI-Remote #MoneyHeroGroup #LI-SK1 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 is 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. Important Information for Job Applicants Recruitment fraud and fake job postings have become increasingly common and sophisticated. At MoneyHero Group, we are committed to maintaining a fair, transparent, and secure hiring process, and we take candidate trust and safety seriously. Most legitimate opportunities at MoneyHero Group are published on our official careers portals, and our Talent Acquisition team will contact candidates only through authorized channels and official MoneyHero Group email addresses. For selected executive-level or confidential searches, we may partner with trusted recruitment firms, and candidates may be contacted by authorized recruitment partners engaged by MoneyHero Group. MoneyHero Group will never request payment or ask candidates to share sensitive personal or financial information, such as banking details, during the recruitment process. If you are contacted by someone claiming to represent MoneyHero Group and are unsure whether the communication is genuine, or if you receive a message about a MoneyHero Group opportunity that is not listed on our official careers portals, please contact us directly at recruitment@moneyherogroup.com to verify.