Grow With Us

People are at the heart of everything we do and so we believe that these connections must start from within. That is why working at Rakuten Trade will give you unique insights into how a Fintech firm operates. We believe in empowering our team members to think change and initiate change with the aim to create the new norm.

Available Positions

Executive, Customer Service

APPLY HERE

Responsibilities
  • To attend to customer calls or queries, including logging in details to the helpdesk service.
  • To provide assistance or guidance to customer by channeling to queries to relevant teams for follow up.
  • To provide assistance to customers for any order execution problem.
  • To verify news and research material from respective sources are properly maintained / published in the website.
  • To track and ensure that all calls or queries are been addressed and closed by the relevant team.
Requirements

Education:

      • Minimum Degree holder in Economics, Business, Accounting or Financial / Banking.
      • Possess licensed as Dealer’s Representative.
      • Pass examinations of:
        a) Module 6 – Stock Market and Securities Law (Securities Industry Development Centre (SIDC) examination)
        b) Module 7 – Financial Statement Analysis and Asset Valuation (SIDC examination)

      Experience

      • 1-2 years in Stock Broking Dealings.

      Skills

      • Language: - English/Bahasa Malaysia/Mandarin.
      • Able to communicate & relate to helpdesk support.
      • Able to assist in order / trade execution.
      • Good knowledge of MS Office & Excel.

      Others

      • Highly collaborative to work as a team and self-motivated to work independently with minimum supervision.
                Manager, Customer Service

                APPLY HERE

                Job purpose
                • Customer Support is the first contact point, to respond to customer queries and ensure appropriate assistance or guidance are provided to customer for smooth execution of orders or channeling customer queries to relevant team for follow up.
                Duties and responsibilities
                    • To provide leadership and strategic support in meeting day-to-day customer support functions and objectives including service excellence and to support continuous improvement and development of the customer support functions.
                    • Manages day-to-day operations, ensuring daily client service objectives are met; ensures workload objectives are met timely and accurately.
                    • Provides professional and organizational development direction to customer support and determines operational strategies by conducting needs assessments, performance review, capacity planning and cost/benefit analysis.
                    • Identify and evaluate state-of-art technology and workflow optimization; define user and technical requirements for customer support functions.
                    • To develop and maintain high quality standards of customer support services.
                    • Maintains and improves the customer support operations by monitoring system performance, identifying and resolving problem; preparing and completing action plans; managing system and process improvement and quality assurance programs; instilling upgrades.
                    • Meets customers support financial objectives by estimating requirements; preparing annual budget, scheduling expenditures; analyzing variances, initiating corrective actions.
                    • Accomplishes customer support human resource objectives by recruiting, training, assigning, coaching, counseling and disciplining employees; administering scheduling system, communicating job expectations, planning, monitoring, appraising and enforcing policies and procedures.


                    Qualifications
                    • Candidate must possess at least Bachelor's Degree/Post Graduate Diploma/Professional Degree in any disciplines or equivalent.
                    • Required language(s): Bahasa Malaysia, English.
                    • At least 8 Year(s) of supervisory/management experience in high volume call center or customer service environment; including experience with applicable call center technology and tools.
                    • Module 6 & Module 7.
                    • Strong customer service skills with good knowledge of call center processes and procedures.
                    • Excellent organizational and leadership skills with a problem solving ability.
                    • Knowledge of performance evaluation and customer service metrics.
                    • Excellent oral and written communication, including presentation skills.
                    • Ability to work in a global, dynamic, fast moving and demanding environment.
                    • 1-2 years in Stock Broking Dealings.
                                  Senior Operations Manager

                                  APPLY HERE

                                  Job purpose
                                  • The incumbent will report and work directly with Chief Operating Officer, leading and managing all aspects of Operations department activities including Customer Service department, work closely with other departments and partners to ensure smooth operational delivery, ensure Operations policies and procedures are updated and current, involve in new product development conceptualization, review and refine existing processes to improve turnaround time.
                                  Duties and responsibilities
                                      • Manage and coordinate Operations activities to ensue daily tasks are attended.
                                      • Ensure all units within Operations department including Customer Service department achieve SLA and KPI target.
                                      • Incorporating, review and update CDD / EDD process flow into online account opening processing to reflect the current regulation needs.
                                      • Perform approval for fund withdrawal, settlement and approval for false PEP account opening request.
                                      • Review and present Operations department and Customer Service department reports in the weekly management meeting.
                                      • Review and update Operations policies and procedures to reflect new product deployment.
                                      • Review existing processes and to propose enhancement on system logic to improve turnaround time and user experience.
                                      • Work with various units like Finance, IT, Customer Service and Marketing to ensure service delivery to customers.
                                      • Participate & involve in company’s special projects/new product development including formulation of new policies and procedures.
                                      • Perform additional tasks assigned by management as at when it is required.
                                      Qualifications
                                      • Masters/Bachelor/Postgraduate Diploma/Diploma in Economics / Finance / Banking / Administration / Marketing or equivalent.
                                      • Minimum 10 years working experience in stock broking and IT environment.
                                      Special Requirements
                                      • Detailed oriented and familiar with BURSA rules and SC guidelines.
                                      • Quick and ability to resolve operational and customer service issues when arises.
                                      • Experience in managing customer service department including handling customer trade execution.
                                      • Strong knowledge in Excel and PowerPoint is a must.
                                      • A team player and experience in managing a team.
                                      • Able to communicate with people at all levels.
                                      • Possess module 6 and module 7 and experience in IT will be added advantage.