Customer Experience Specialist

qlub; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

A leading payment solutions company in Kuala Lumpur is seeking a dynamic Customer Experience Specialist. This role involves responding to customer queries via phone, email, or chat and supporting merchants on the platform. The ideal candidate has 1-2 years of customer support experience or is a fresh graduate. Strong communication skills, multitasking abilities, and a positive attitude are essential. The company promotes growth and development in a fast-paced startup environment.

Benefits

Exciting and fast-paced environment

Opportunities for growth

Work with motivated team members

Qualifications

• 1 - 2 years of experience in customer support; fresh graduates welcome to apply.
• Cantonese speaking is required to liaise with Cantonese-speaking associates.

Responsibilities

• Respond to customer queries in a timely manner via phone, email or chat.
• Identify and troubleshoot issues that customers may encounter while using the service.
• Capture, organize and report any product issues or useful discussions brought up by customers to the internal team.
• Work closely with the Operations team to follow up with customers.
• Support management with strategic insights and recommendations.

Skills

Excellent communication skills

Ability to multitask

Strong problem-solving skills

Customer-focused attitude

Job description

Overview

Why qlub? Qlub is revolutionizing the dining experience with ultra-fast, seamless payment solutions. Our technology enables customers to pay in seconds by scanning a QR code — no app download required. From Pay-at-Table QR payments and Digital Menus to Order-and-Pay tech, Payment Links, and SoftPOS terminals, Qlub streamlines the entire payment process, making it faster and more convenient for both diners and restaurants. Splitting the bill with friends has never been easier. We help restaurants focus on delivering exceptional dining experiences. By removing payment hassles, we increase table turnover and improve operational efficiency, boosting profits. Features like analytics, instant tipping and reviews, and automated accounting empower restaurants to thrive in today’s digital-first world.

With a total fundraised of $72M from top-tier global investors and partnerships with thousands of eateries worldwide, Qlub is leading the charge in digital payment transformation for the F&B industry. This is more than a job — it’s a mission to transform how restaurants and guests interact, and we’re building high-performing, diverse teams to power that growth.

The Role

We’re seeking a dynamic and experienced Customer Experience Specialist to join our fast-growing team across Asia. You will be responsible for responding to customer queries in a timely manner, via phone, email or chat and supporting merchants on qlub’s platform and services.

Responsibilities

• Respond to customer queries in a timely manner via phone, email or chat.
• Identify and troubleshoot issues that customers may encounter while using the service.
• Capture, organize and report any product issues or useful discussions brought up by customers to the internal team.
• Work closely with the Operations team to follow up with customers to ensure technical issues are resolved.
• Support management with important strategic insights and recommendations based on on-ground feedback, reports and industry trends.

What You Bring

• 1 - 2 years of experience in customer support; fresh graduates welcome to apply.
• Excellent communication skills, both written and verbal.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Customer-focused with a positive attitude.
• Availability to work flexible hours, including weekends.
• Cantonese speaking is required to liaise with Cantonese-speaking associates.

What We Offer

• Be part of an exciting, fast-paced environment where you can help grow the business from an early-stage start-up into a global organization.
• Drive growth and tailoring of fast-evolving new products and features.
• Work with highly motivated people who are enthusiastic about improving the customer experience at table-service restaurants.