Customer Operations Specialist

Photon Dance Technology (Malaysia); Kuala Lumpur; On-site; MYR 78,120 - 100,440; Full time

Benefits offered by this job

Shift allowances

Medical benefits

Annual leave entitlement

Job summary

PhotonPay is seeking a Customer Operations Specialist to join our 24/7 global support team. You will deliver professional, accurate, and timely customer assistance across chat and email, investigate inquiries, and drive issues to resolution while ensuring quality and compliance.

You will collaborate with Product, Operations, Compliance, Risk, and Engineering to improve processes, expand knowledge bases, and support ongoing service improvements.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 1–3 years in Customer Service, Customer Operations, FinTech, Banking, Payments or related industries.
• Fresh graduates with strong communication skills and learning agility are encouraged to apply.
• Excellent Mandarin (spoken, reading, and writing); English skills are a plus.
• Strong ownership with ability to drive customer issues from identification to resolution.

Responsibilities

• Deliver professional, accurate, and timely support to customers through chat and email, ensuring issues are followed through to resolution.
• Investigate inquiries by gathering information, identifying root causes, and collaborating with internal stakeholders to resolve issues.
• Communicate clearly, confidently, and solution-oriented, especially for time-sensitive or complex cases.
• Identify recurring pain points and contribute ideas to improve customer experience and processes.
• Maintain and improve the customer knowledge base and internal documentation to support service improvements.

Skills

Mandarin fluency

Strong communication

Learning agility

Ownership

Problem solving

Education

Bachelor's Degree or equivalent

Job description

PhotonPay is a leading global fintech platform founded in Hong Kong, dedicated to helping modern businesses grow beyond borders through seamless financial infrastructure and cross-border payment solutions.

Since 2015, we have been empowering global businesses with an integrated platform that supports international payments, multi-currency fund management, global collections, and operational efficiency across multiple markets.

Today, PhotonPay serves customers across Asia-Pacific, Europe, and North America, supporting global e-commerce sellers, digital services, and fast-growing enterprises. As we continue expanding internationally, we are looking for talented individuals who thrive in fast-paced environments and are passionate about delivering exceptional customer experiences.

About PhotonPay

PhotonPay is a leading global fintech platform founded in Hong Kong, dedicated to helping modern businesses grow beyond borders through seamless financial infrastructure and cross-border payment solutions.

Since 2015, we have been empowering global businesses with an integrated platform that supports international payments, multi-currency fund management, global collections, and operational efficiency across multiple markets.

Today, PhotonPay serves customers across Asia-Pacific, Europe, and North America, supporting global e-commerce sellers, digital services, and fast-growing enterprises. As we continue expanding internationally, we are looking for talented individuals who thrive in fast-paced environments and are passionate about delivering exceptional customer experiences.

About the Role

As a Customer Operations Specialist, you will play a key role in delivering an exceptional customer experience while supporting our global operations.

This role goes beyond responding to customer enquiries. We are looking for individuals who enjoy solving problems, learning new business knowledge, and continuously improving customer operations through proactive thinking and collaboration.

You will work closely with Product, Operations, Compliance, Risk, Engineering, and other cross-functional teams to investigate customer issues, identify root causes, and drive issues through to resolution. You'll also contribute to continuous improvements in customer experience, operational processes, and knowledge management.

Whether you are an experienced customer operations professional or an enthusiastic fresh graduate with strong learning agility, we provide comprehensive onboarding and product training to help you succeed in the role.

Key Responsibilities

• Deliver professional, accurate, and timely support to customers through multiple communication channels, including chat and email, ensuring customer issues are followed through to resolution.




• Investigate customer enquiries by gathering relevant information, identifying root causes, and collaborating with internal stakeholders to resolve issues efficiently.




• Communicate with customers in a clear, confident, and solution-oriented manner, especially when handling complex or time-sensitive cases.




• Identify recurring customer pain points and proactively contribute ideas to improve customer experience, operational processes, and service quality.




• Participate in maintaining and improving the customer knowledge base, FAQs, and internal operational documentation to support continuous service improvement.




• Maintain high standards of service quality while balancing customer experience, operational efficiency, accuracy, and compliance requirements.

What We're Looking For

• Bachelor's Degree or equivalent practical experience.




• 1–3 years of experience in Customer Service, Customer Operations, FinTech, Banking, Payments, E-commerce, or related industries is preferred.




• Outstanding fresh graduates with strong communication skills, learning agility, and a positive attitude are encouraged to apply.




• Excellent command of Mandarin (spoken, reading, and writing) is required to support Mandarin-speaking customers. Good English communication skills will be an added advantage.




• Strong sense of ownership with the ability to independently manage customer issues from identification through resolution.




• Strong learning agility with the ability to quickly understand new products, business processes, and industry knowledge.




• Able to think critically, exercise sound judgment, and solve problems beyond standard operating procedures.




• Self-motivated, proactive, and resourceful, with the ability to work independently in a fast-paced and evolving environment.




• Excellent interpersonal and communication skills, with confidence in handling customer interactions professionally and effectively.




• Detail-oriented, adaptable, and comfortable working in a dynamic business environment with evolving processes.




• Prior experience in FinTech, cross-border payments, banking, e-commerce, or international business operations will be an advantage.

Working Arrangement

This role operates on a rotating shift schedule (Morning / Afternoon / Night) to support our 24/7 global customer operations. Weekend and Public Holiday shifts are required based on roster arrangements. Shift details will be shared during the interview process.

Why Join PhotonPay

• Join a rapidly growing global fintech company with expanding international presence.




• Gain valuable exposure to the fast-evolving cross-border payments and financial technology industry.




• Work in a collaborative, multicultural, and high-performing environment where your ideas and initiatives are valued.




• Receive comprehensive onboarding and product training, with opportunities to continuously develop your skills and grow your career.




• Enjoy meaningful career progression as our global customer operations continue to scale.




• Competitive salary package, shift allowances, performance incentives, medical benefits, annual leave entitlement, and employee engagement programs.




• Be part of a dynamic team that encourages ownership, continuous learning, innovation, and professional development.