Customer Service Representative

About the role

Join Longbridge, an AI‑driven online brokerage, as a Customer Service Representative. You will be the first point of contact for retail investors, helping them navigate the platform, resolve issues and ensure a smooth trading experience.

Key responsibilities

• Handle multi‑channel client enquiries via phone, email, in‑app chat and walk‑in, covering account, trading, platform and general service matters.
• Manage the dedicated CS mailbox, ensuring timely follow‑up and resolution within service standards.
• Support internal customer outreach requests, providing accurate and prompt communication.
• Maintain accurate case records and client communications in the relevant systems.
• Handle client complaints and escalated cases, collaborating with Operations, Compliance, Product, IT and other teams.
• Maintain expected service levels and turnaround times, especially during peak periods and staff absences.
• Conduct daily quality checks on AI‑generated in‑app chat responses, identifying and coordinating corrections.
• Review and update the CS knowledge bank used by the AI chat to keep information current and compliant.
• Identify recurring client issues and provide feedback for process, FAQ and knowledge content improvements.
• Support CS initiatives, process improvements and ad‑hoc projects as required.

Required profile

• Excellent communication skills with a client‑focused attitude.
• Ability to manage multiple enquiries across different channels efficiently.
• Strong attention to detail for accurate case documentation and knowledge updates.
• Proactive problem‑solving mindset and willingness to collaborate with cross‑functional teams.
• Capability to maintain service levels under pressure and during peak periods.

Required skills