Analyst, Customer Support

TNG Digital Sdn Bhd; Kuala Lumpur; Presencial; MYR 56 000 - 84 000; Tempo integral

Resumo da oferta

TNG Digital Sdn Bhd in Kuala Lumpur is seeking an Analyst, Customer Support to handle escalated inquiries related to fintech transactions, account management, and platform issues.

You will work with compliance and risk teams, utilize CRM systems, and guide customers through digital wallets and banking apps, maintaining accuracy and a customer-first approach.

Experience in AML/KYC, fraud prevention, and multilingual support is advantageous.

Qualificações

• Minimum higher secondary education or Diploma; 2–3 years in frontline customer service.
• Experience with eWallets, fintech platforms, and onboarding via tablets or smartphones.
• Excellent interpersonal and communication skills, especially with non-native English/Malay speakers.

Responsabilidades

• Serve as the primary contact for escalated customer inquiries.
• Respond promptly to concerns related to transactions, accounts, and platform issues.
• Educate customers on fintech processes and product features.
• Collaborate with compliance, risk, and technology teams to ensure regulatory adherence.
• Maintain CRM records and analyze data to improve customer experiences.

Conhecimentos

Customer service

Communication skills

Data analysis

Fraud detection

AML/KYC knowledge

Regulatory compliance

Formação académica

Diploma or higher secondary

Ferramentas

CRM software

Fintech platforms

Descrição da oferta de emprego

# Analyst, *Customer Support*Kuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* Serve as the primary point of contact for escalated customer inquiries that cannot be resolved at the first level of support.* Provide prompt and accurate responses to customer concerns related to financial transactions, account management, investment products, technical issues, and compliance.* Utilize in-depth knowledge of the fintech industry, including regulations, compliance requirements, financial processes, investment products, and technological platforms, to address customer inquiries effectively.* Demonstrate expertise in fraud detection and prevention to identify and analyze suspicious transactions and guide customers in protecting themselves against fraudulent activities.* Assist customers in navigating fintech platforms, software applications, and online banking systems, troubleshooting technical issues, and providing guidance on utilizing digital interfaces.* Educate customers on complex financial processes, technologies, and investment strategies in a clear and understandable manner.* Provide product or service awareness as well as cross-selling relevant use case or services in the App to the walk-in customers.* Collaborate with cross-functional teams, including compliance, risk management, and technology, to ensure adherence to regulatory requirements and continuously improve customer support processes.* Analyze customer data, transactional data, and other relevant information to identify trends, patterns, and insights that can enhance products, services, and customer experiences.* Update and maintain comprehensive records of customer interactions and inquiries in the CRM system for future reference and tracking purposes.#### Requirements* Minimum higher secondary education, or Diploma, or 2–3 years in frontline customer service (experience in walk-in centres, able to speak other foreign languages such as Nepali, Bangladeshi, Hindi, Burmese etc and supporting migrant users is a plus).* Familiarity with eWallets, mobile apps, or fintech platforms.* Proficient in using tablets/smartphones for customer onboarding and support.* Strong understanding of financial services, including remittance processes.* Knowledge of AML, KYC, data privacy, and fraud prevention protocols.* Experience with regulatory compliance and financial risk management is an advantage.* Excellent interpersonal and communication skills, especially with non-native English/Malay speakers.* Patient, empathetic, and solutions-oriented with a customer-first mindset.* Strong attention to detail and the ability to prioritize and manage multiple tasks effectively.* Able to work independently and escalate issues appropriately.* Team-oriented and able to collaborate across departments.