Customer Support Officer

The Company

GO Markets was founded in 2006 and since then has grown to become a leading, trusted global broker. Over the last 15+ years, we have prided ourselves on a people-first operation, with a focus on developing and nurturing our team members. The KL office is our Asia Pacific Headquarters, providing Information Technology services, Marketing, and Customer Support service to our affiliates across the region. Our drive for progress and improvement makes GO Markets a fast-paced and innovative place to work and our global operation lends itself to creating a diverse and exciting collaboration of people.



Duties/Areas of Responsibilities

Provide client support including technical, operational, and product-related queries.

Responding to incoming inquiries from clients via email, live chat, and telephone in a timely and professional manner

Client relationship management with new and existing global clients

Providing assistance in implementing new procedures and processes

Adhere to revisions to existing compliance practices and procedures, as implemented by the Compliance Manager / Compliance Committee

Strong negotiation skills and ability to close deals.

Ensure risks and issues are handled and monitored across the team in line with agreed multi-jurisdictional policies and procedures and work on continuous improvement plans as required.

Process and review account applications.

Update and maintain accurate client accounts details on relevant systems.

Complete individual and team KPIs and SLAs.

Liaise with key departments regarding updates on accounts onboarding procedures.

Responsible for ensuring timely, complete, and accurate processing of KYC.

Support the Account Managers by collating the information required and managing client requests.

Act as a subject matter expert in the execution and implementation of our KYC/Anti-Money Laundering policies.



Requirements

Bachelor degree in Finance/ Economics/ Banking/ Business Administration is preferred.

Minimum of 2 years' customer service experience is strongly preferred; worked in a brokerage, trading, or fintech company is strongly preferred.

Knowledge of AML and KYC across multiple jurisdictions would be an advantage.

Excellent written and verbal communication skills.

Strong knowledge of technical and fundamental analysis with excellent attention to detail.

Fluency in English is mandatory, with proficiency in Mandarin highly preferred.

Prior knowledge or experience in the financial market is desirable.

This role will be required to work on weekends and night shift, only apply when you are able to accept rotational shift. (Night shift allowance provided)