Customer Experience & Operations Specialist

Traze; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Traze in Malaysia is seeking a customer support professional to provide timely assistance via live chat, phone, email, and ticketing systems. You will identify needs, investigate issues, and offer clear solutions following procedures.

The role emphasizes first-contact resolution, escalation of complex cases, handling complaints, and ensuring accurate, compliant records across SOPs. You will work rotating shifts, including weekends, and use English and Mandarin professionally.

Qualifications

• Diploma or Bachelor’s degree in any field.
• At least one year of relevant customer service or operations experience is preferred.
• Experience in financial services, fintech or online trading is an advantage.
• Strong communication, empathy, problem-solving, time‑management and multitasking skills.
• Detail‑oriented, responsible and able to make accurate judgments based on established procedures and available information.
• Comfortable working with multiple systems and able to learn new products, processes and tools quickly.
• Strong awareness of customer privacy, information security, operational risk and regulatory compliance.
• Willing and able to work rotating shifts, including weekends, public holidays and overnight shifts.
• Excellent verbal and written communication skills in English and Mandarin. Additional language skills are an advantage.

Responsibilities

• Provide professional and timely customer support through live chat, phone, email, ticketing systems and other designated channels.
• Accurately identify customer needs, investigate issues and provide clear and appropriate solutions in accordance with established procedures.
• Aim to resolve customer enquiries at the first point of contact; escalate complex cases accurately and follow up with internal teams or external service partners until closure within the required SLA.
• Handle customer complaints professionally, keep customers informed of progress and support the restoration of the customer experience.
• Review and process customer and operational requests in accordance with established SOPs, approval requirements and authorization limits.
• Handle authorized operational matters that customers or business partners are unable to complete independently, ensuring that all actions are accurate, timely, compliant and properly recorded.
• Identify suspicious, unusual or high‑risk cases and elevate them promptly to the relevant Risk, Compliance, Payment or other responsible teams.
• Provide constructive feedback on recurring customer issues, tools, systems and procedures to improve service efficiency and customer experience.
• Flexibly support customer service and operational tasks based on business volume, priority and shift arrangements.
• Perform other reasonable duties assigned by management within the scope of the role.

Skills

Communication

Empathy

Problem-solving

Time management

Multitasking

Detail-oriented

Education

Diploma or Bachelor's degree

Job description

Traze in Malaysia is seeking a customer support professional to provide timely assistance via live chat, phone, email, and ticketing systems. You will identify needs, investigate issues, and offer clear solutions following procedures.

The role emphasizes first-contact resolution, escalation of complex cases, handling complaints, and ensuring accurate, compliant records across SOPs. You will work rotating shifts, including weekends, and use English and Mandarin professionally.