Kerja Sepenuh Masa, Junior Customer Service Executive di QUBE Markets - Maukerja

About the Role

We are looking for a Junior Customer Service Executive to support our clients across live chat, email, and other communication channels.

You will assist customers with account registration, identity verification, deposits and withdrawals, and general MT4/MT5 platform enquiries. You will also work closely with our Risk, Finance, Operations, and IT teams to ensure customer issues are handled accurately and resolved promptly.

This role is suitable for someone who is customer-focused, detail-oriented, eager to learn, and comfortable working in a fast-paced online trading environment.

Key Responsibilities

• Respond promptly and professionally to customer enquiries through live chat, email, and other supported communication channels.
• Assist customers with account registration, KYC verification, profile updates, login issues, and password reset procedures.
• Process and follow up on deposits, withdrawals, and internal transfer requests in accordance with company procedures and compliance requirements.
• Support customers with MT4/MT5 account setup, trading platform usage, trading products, and general platform-related enquiries.
• Take ownership of customer cases and follow up with customers until their issues are resolved.
• Handle complaints professionally, investigate the circumstances, and provide clear and timely updates.
• Coordinate with Risk, Finance, Operations, IT, and other internal teams to resolve customer and operational issues.
• Identify and escalate suspicious activity, compliance concerns, security issues, and operational risks to the appropriate teams.
• Maintain complete and accurate records of customer interactions, case progress, and operational activities in the company’s CRM or ticketing system.
• Collect customer feedback and suggest improvements to the customer experience, internal workflows, and standard operating procedures.
• Support other customer service and operational activities assigned by the Team Leader or management.

What We’re Looking For

• A strong customer-first and service-oriented mindset.
• Good written and verbal communication skills.
• Ability to understand customer concerns and provide clear, accurate, and practical solutions.
• Patience, professionalism, and empathy when handling complaints or difficult situations.
• Strong attention to detail, particularly when processing account, KYC, deposit, withdrawal, and transfer requests.
• Ability to follow established procedures while applying sound judgement to different customer situations.
• A responsible approach to customer information, compliance, security, and operational accuracy.
• Good organisational and follow-up skills, with a willingness to take ownership of assigned cases.
• Ability to learn new products, systems, policies, and procedures quickly.
• Comfortable working in a fast-paced environment with changing priorities.
• Open to feedback and committed to continuous improvement.
• Able to work effectively with colleagues across different departments.

Preferred Qualifications

• Previous experience in customer service, customer support, operations, or a similar customer-facing role.
• Experience in financial services, fintech, brokerage, foreign exchange, CFD, payments, or online trading.
• Familiarity with MT4, MT5, CRM platforms, ticketing systems, or KYC processes.
• Experience handling deposits, withdrawals, account verification, or payment-related enquiries.
• An understanding of customer data privacy, fraud prevention, compliance, or operational risk.

Relevant industry experience is an advantage, but candidates with strong customer service fundamentals and the ability to learn quickly are also encouraged to apply.

Our Values

We are looking for team members who demonstrate:

• Belief: Confidence in the team, our shared goals, and our ability to solve problems.
• Passion: Genuine enthusiasm for delivering a positive customer experience.
• Initiative: A proactive approach to identifying issues and improving how we work.
• Gratitude: A respectful, constructive, and accountable attitude toward colleagues and customers.

What Success Looks Like

In this role, success means responding to customers promptly, handling account and transaction-related requests accurately, maintaining reliable records, and taking ownership of cases through to resolution.

You will also contribute by identifying recurring customer issues and helping the team improve its workflows, service quality, and overall customer experience.