Customer Service Executive (Card Payment Service)

Anchor Consulting Sdn. Bhd.; Kuala Lumpur; On-site; MYR 30,000 - 42,000; Full time

Job summary

Anchor Consulting Sdn. Bhd. is seeking a Customer Service Executive (Card Payment Service) to respond to customer inquiries via WhatsApp, phone, email, or other channels, and to assist with card payment issues and transaction verification.

You will identify the relevant transaction, provide clear updates to customers, follow up on unresolved cases, and escalate complex issues to the appropriate internal teams. Strong communication in English and Bahasa Melayu is required; Mandarin is a plus.

Qualifications

• Previous experience in customer service, payment support, banking or fintech is advantageous.
• Ability to communicate clearly and professionally in English and Bahasa Melayu (Mandarin a plus).
• Willing to work night shifts, weekends or public holidays when required.

Responsibilities

• Respond to customer enquiries via WhatsApp, phone, email, or other channels.
• Assist with card payment issues and check transactions in company systems.
• Verify transaction status and explain outcomes to customers.
• Identify relevant transactions using date, amount, terminal ID or reference number.
• Escalate complex payment or technical issues to the appropriate team.
• Maintain records of enquiries, cases and follow-up status.

Skills

Customer service

Payment support

Banking/Fintech knowledge

Job description

Customer Service Executive (Card Payment Service)

Respond to customer enquiries via WhatsApp, phone call, email, or other communication channels.

Assist with Card payment and check transactions related issues.

Check and verify transaction status through the company system or payment portal.

Handle common payment issues such as Card payment declined or unsuccessful, Customer's account/card has been charged but transaction shows unsuccessful, Transaction pending or processing, Duplicate transactions, Payment completed but did not receive successful transaction confirmation, Refund or reversal status enquiries, Settlement/payment status enquiries, Card terminal connection or transaction issues,

Help to identify the relevant transaction using information such as transaction date, amount, terminal ID, merchant ID or transaction reference number.

Provide clear updates and explanations to customer regarding their transaction status.

Follow up on unresolved cases until the issue is resolved.

Escalate complicated payment, technical or settlement issues to the relevant internal department, payment provider, bank or technical team.

Maintain proper records of customer enquiries, transaction cases and follow-up status.

Assist in monitoring outstanding customer support cases and ensure timely response.

Maintain professionalism and confidentiality when handling merchant and transaction information.

Follow company procedures and security requirements when handling payment-related enquiries.

What We’re Looking For

Previous experience in customer service, payment support, merchant support, banking, fintech or payment gateway industry will be an added advantage.

Able to communicate clearly and professionally in English, Bahasa Melayu. (Mandarin is a plus)

Able to handle customer enquiries calmly and professionally.

Willing to work on night shifts, weekends or public holidays when required.

Basic computer literacy and ability to use internal systems, portals, email and messaging platforms.

Able to work independently and follow up on cases until resolution.

Must be responsible, patient and able to maintain confidentiality.