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Executive, Customer Service

Kuala Lumpur, Malaysia

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

#MoneyHeroGroup #LI-RR1 #LI-Remote

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.

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When you apply for a job on this site, the personal data contained in your application will be collected by MoneyHero Group (“MoneyHero Group” or “we”), a company registered and incorporated in Hong Kong and which can be contacted by emailing jobs@moneyherogroup.com. MoneyHero Group (the “Group”), is a group of companies that provide price comparison services as well as financial services, insurance products, communications and other products and services across Asia.

Your data is stored in a range of systems and formats. These include in your recruitment file, in the Group’s HR management system and in other IT systems, including the Group’s email system.

MoneyHero Group processes a range of information collected from you. Subject to applicable law, this may include:

  • your name, address and contact details, including email address and telephone number;
  • your gender and date of birth;
  • details of your qualifications, skills, experience and employment history;
  • information about your current level of remuneration, including benefit entitlements;
  • details of your marital status and dependents;
  • candidate photographs;
  • details of your bank account;
  • Passport or other identification information; and/or
  • Information from compliance background checks.

Your personal data will be processed for the purposes of managing MoneyHero Group’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, responding to and defending against legal claims, maintaining and promoting equal opportunities within the workplace and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under applicable Data Protection Laws as necessary for the purposes of the legitimate interests pursued by the MoneyHero Group, which are the solicitation, evaluation, and selection of applicants for employment.

Who may have access to personal data?

Your information will be shared internally within the Group for the purposes of the recruitment exercise. This includes with members of the HR and recruitment team, interviewers involved in the recruitment process, managers in the business area with a vacancy, internal and external auditors and IT staff if access to the data is necessary for the performance of their roles.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by MoneyHero Group to help manage its recruitment and hiring process on MoneyHero Group’s behalf.

MoneyHero Group may share your personal data with third parties in order to, obtain pre-employment references from other employers, obtain employment background checks from third party providers and to obtain necessary criminal record checks.

How long do we hold your personal data?

Your personal data will be retained by the Group for so long as the Group determines it is reasonably necessary to evaluate your application for employment. If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment in accordance with the contract of employment and our internal privacy policy.

For unsuccessful candidates, we will retain the personal data provided during the application process for a period of two (2) years. This is to maintain accurate recruitment records, prevent duplicate applications, and to allow us to consider you for future opportunities that may match your profile. After this period, your data will be securely deleted from our systems. Should you wish to request the deletion of your data before the end of this retention period, you may contact us at legal-team@moneyherogroup.com.

What if you do not supply your personal data?

You are under no statutory or contractual obligation to provide data to the us during the recruitment process. However, if you do not provide the information, we may not be able to process your application properly or at all.