Associate, Commercial Support (Admin) | TNG Digital

Touch 'n Go Group; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading fintech organization seeks an Operation Associate to handle day-to-day operations involving reload reconciliation and customer inquiries. The ideal candidate will excel in communication skills and customer support, helping to enhance the merchant experience. This role offers a dynamic environment focused on problem-solving and teamwork in achieving operational success.

Benefits

eWallet allowance

Unlimited office pantry fruits, snacks, and drinks

Mobile and broadband subscription reimbursement

Flexible medical coverage options

Comprehensive medical benefits including dental and maternity

Qualifications

• Excellent verbal and written communication skills in English and Malay.
• Detail-oriented and able to handle multiple tasks under pressure.
• Willingness to take ownership and work proactively.

Responsibilities

• Respond to merchant inquiries and resolve customer support issues.
• Update and maintain internal records and systems accurately.
• Analyze merchants' payment-related issues and provide sustainable solutions.

Skills

Communication

Problem Solving

Multi-tasking

Customer Orientation

Team Interaction

Job description

We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch ‘n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.

Job Brief

The Operation Associate is responsible for the overall day to day operation and settlement related to reload reconciliation and/or settlement and/or user wallet adjustment . The roles also to support Assistant Manager to perform any administrative work and reporting related.

Job Responsibilities

• Respond to incoming merchant requests quickly, proficiently and professionally while meeting specific quality expectations.
• Respond to merchant inquiries and requests, and resolve customer support issues related to billing, account management, and troubleshooting in accordance with the SOP.
• Adhere to the departments published SLAs as it relates to review and proper escalation of tickets based on severity of tickets and priority level.
• Thoroughly describe and document work using call ticketing systems.
• Responsibilities focus on the day to day resolution of problems and execution of transactions within specific operations units.
• Supporting the business by ensuring excellent Merchant service internally and externally.
• Accurately updating and maintaining internal records and systems.
• Analyse merchants' payment-related issues, assist with disputes, and provide sustainable solutions.
• Work closely with the product & business team and provide recommendations for back-end tools that improve merchant experience.
• Contribute to process improvement in merchant support by identifying sources of merchant issues, recognizing trends and sharing report to rest of the team.

Job Requirements

• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required.
• Punctual, regular and consistent attendance.
• Detail oriented, must be proficient in English and Malay languages.
• Ability to multi-task, particularly under pressure, often to tight deadlines and within SLA.
• Willing to be responsible, take ownership and use own initiative.
• Able to work effectively both as part of a team or as an individual.

Our Perks & Benefits

• eWallet allowance.
• Unlimited office pantry fruits, snacks and drinks.
• Mobile and broadband subscription reimbursement.
• Flexibility to opt dependants coverage (spouse, child, parents or parents-in-law) for outpatient medical benefits.
• Medical coverage including dental, optometrist, mental care, maternity, registered Traditional Chinese Medicine (“TCM”) and Chiropractic.

We believe that you have what it takes to fit into the Touch ‘n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!

Touch ‘n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch ‘n Go’s policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [e-mail]

Note: Only shortlisted candidates will be contacted.