Customer Service

Jobstreet Malaysia; Kuala Lumpur; Hybrid; MYR 20,000 - 100,000; Full time

Job summary

A leading customer service provider in Kuala Lumpur is seeking a Customer Service Executive to deliver efficient support for users and partners. Responsibilities include handling inquiries, verifying transactions, and ensuring timely resolutions to issues. Ideal candidates will have 1-3 years of customer service experience, strong communication skills, and an ability to work shifts. Proficiency in English and Mandarin is preferred. This role may involve working from the headquarters or offering remote support.

Qualifications

• 1–3 years of experience in customer service preferred.
• Experience in handling payment or transaction systems is an advantage.

Responsibilities

• Handle incoming customer inquiries.
• Verify customer transactions against system records.
• Log all reported issues in the ticketing system.
• Maintain accurate logs of all customer interactions.
• Follow company SOPs and data protection policies.

Skills

Strong communication skills

Detail-oriented

Analytical skills

Proficient with MS Excel

Bilingual (English, Mandarin)

Education

1–3 years of experience in customer service

Experience in payment or transaction systems

Tools

CRM tools

Transaction dashboards

Job description

Customer Service Executive

Operations / Customer Experience

Reports To: Customer Service Manager / Operations Lead

The Customer Service Executive is responsible for providing prompt, professional, and efficient support to users, agents, and partners. This role ensures customer satisfaction by responding to inquiries, resolving issues, verifying transactions, and escalating technical or financial cases to relevant departments. The ideal candidate should be detail-oriented, trustworthy, and capable of handling sensitive financial and transaction data with discretion.

Key Responsibilities

1. Customer Support & Communication

• Handle incoming customer inquiries.
• Provide accurate and timely information regarding account status, transactions, payments, deposits, and withdrawals.
• Guide users through system features.
• Maintain a professional tone when dealing with all customer communications.

2. Transaction Monitoring & Verification

• Verify customer transactions (deposits, withdrawals, top-ups, payments) against system records.
• Ensure successful transaction completion and flag any anomalies or mismatched records.
• Check and reconcile transaction logs.
• Escalate failed or suspicious transactions to the compliance or finance team.

3. Issue Resolution

• Log all reported issues in the ticketing system (e.g., ClickUp).
• Follow up on pending issues and ensure timely resolution according to SLA.
• Collaborate with the technical and finance teams for transaction or system-related issues.
• Keep customers updated on investigation progress until closure.

4. Record Keeping & Reporting

• Maintain accurate logs of all customer interactions and resolutions.
• Prepare daily transaction summary reports.
• Identify and report common issues or user feedback for service improvement.

5. Compliance & Quality Assurance

• Follow company SOPs and data protection policies.
• Ensure all customer data and transaction information remain confidential.
• Perform QA checks on transaction records before approval or escalation.
• Participate in internal audits and support compliance reviews when required.

Key Performance Indicators (KPIs)

• Average response time and resolution time.
• Customer satisfaction rate (CSAT).
• Number of verified and reconciled transactions daily.
• Error rate or number of escalated unresolved cases.
• Adherence to communication and compliance SOPs.

Requirements

Education & Experience

• 1–3 years of experience in customer service preferred.
• Experience in handling payment or transaction systems is an advantage.

Skills & Attributes

• Strong communication and interpersonal skills.
• Detail-oriented, analytical, and trustworthy with financial data.
• Able to multitask in a fast-paced environment.
• Proficient with MS Excel, CRM tools, or transaction dashboards.
• Willing to work shifts, weekends, or public holidays (if 24/7 support).
• Bilingual ability (English, Mandarin) preferred. “We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers.”

Work Schedule

• 12 Hours Rotational shifts (Morning / Night)
• 6 days per week.

Work Location

• HQ Office / Remote Support Center