Associate, Customer Service (Level 1 Support) (Junior/Entry Level/Open for Fresh Graduate)

TNG Digital; Kuala Lumpur; On-site; MYR 27,000 - 38,000; Full time

Benefits offered by this job

Flexible working hours

Mobile allowances

Job summary

TNG Digital is seeking an entry-level inbound customer support agent to handle Level 1 voice queues in Malaysia. The role emphasizes accurate first-contact resolution, customer verification, and meticulous documentation while safeguarding customer information.

You will use approved scripts and SOPs, work with multi-application support tools, and participate in coaching and training to continually improve service quality. Rotating shifts including weekends may apply.

Qualifications

• Minimum Diploma in Business Administration, Customer Service, Finance, Communications, or a related field.
• Preferably at least 1 year of customer service, contact centre, banking, payments, card, or merchant-support experience.
• Good spoken and written Bahasa Malaysia and English.
• Strong customer-service orientation with the ability to communicate clearly and professionally.

Responsibilities

• Handle inbound calls professionally, accurately, and within the required service standards.
• Perform customer verification before disclosing information or processing any request.
• Record complete and accurate interaction notes, case classifications, actions taken, and follow-up requirements in the customer service system.
• Take ownership of each interaction through resolution or confirmed handover, minimising unnecessary transfers and repeat contacts.
• Apply approved scripts, standard operating procedures, knowledge articles, and regulatory controls consistently.
• Meet individual performance standards for quality, productivity, schedule adherence, attendance, and customer experience.
• Participate in coaching, quality feedback, product training, calibration, and service-improvement activities.

Skills

Customer service orientation

Communication skills

Attention to detail

Calm under pressure

Education

Diploma in Business Admin/CS/Finance/Communications

Tools

Customer service systems

Digital tools

Job description

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia's most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

The incumbent is responsible for providing Level 1 inbound customer support voice queues. The primary goal is to resolve customer enquiries accurately at first contact, safeguard customer information, document each interaction, and deliver a consistent customer experience.

What You'll Do:

• Handle inbound calls professionally, accurately, and within the required service standards.
• Perform customer verification before disclosing information or processing any request.
• Identify correct type of case and expedite? escalates? correct wording:
• Identify correct type of case and escalate cases promptly through the approved channel.
• Record complete and accurate interaction notes, case classifications, actions taken, and follow-up requirements in the customer service system.
• Take ownership of each interaction through resolution or confirmed handover, minimising unnecessary transfers and repeat contacts.
• Apply approved scripts, standard operating procedures, knowledge articles, and regulatory controls consistently.
• Meet individual performance standards for quality, productivity, schedule adherence, attendance, and customer experience.
• Participate in coaching, quality feedback, product training, calibration, and service-improvement activities.

Role Requirements:

• Minimum Diploma in Business Administration, Customer Service, Finance, Communications, or a related field.
• Preferably at least 1 year of customer service, contact centre, banking, payments, card, or merchant-support experience.
• Good spoken and written Bahasa Malaysia and English.
• Strong customer-service orientation with the ability to communicate clearly and professionally.
• Ability to understand customer needs, investigate issues, and provide accurate solutions within approved guidelines.
• Comfortable using customer-service systems, digital tools, and multiple applications during live calls.
• Strong attention to detail, particularly for customer verification, case documentation, and transaction-related enquiries.
• Ability to remain calm and demonstrate sound judgement when handling difficult or sensitive conversations.
• Basic knowledge of fraud, dispute, compliance, data privacy, and escalation requirements is an advantage.
• Willingness to work on rotating shifts, including weekends, public holidays, and overnight coverage where required.
• Team-oriented, dependable, and committed to delivering a consistent customer experience.

What you get:

• Flexible working hours & Mobile allowances provided

What it's like to work here:

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.