Customer Service in Epayment Gateway (urgent hiring)

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

Benefits offered by this job

Medical

Miscellaneous allowance

Dental

Vision

Incentive, Bonus and Commission Plan

Life-long Le

Job summary

TDCX Malaysia is hiring a Customer Service Specialist - Account Specialist to support our ePayment account across phone, chat and email channels. You’ll research issues, verify details, and collaborate with teams to deliver high-quality service to our partner brands.

Be part of a global BPO with 25 years of experience, offering diverse learning and development, flexible work arrangements, and competitive incentives. Rotation shifts including weekends are required.

Qualifications

• Must have CEFR C2 language ability or higher.
• Experience in Financial, Banking or Fintech preferred.
• At least 2 years in BPO or contact center environment.
• Experience with underwriting and cash-flow/credit analyses.
• Familiarity with consumer or small business lending/credit reviews.
• Detail-oriented with ability to verify information from multiple sources.
• Diploma or Bachelor's degree required.

Responsibilities

• Provide excellent support to E-payment users via phone, chat, and email.
• Identify and escalate issues; suggest process improvements.
• Verify application details and merchant identity for processing.
• Cross-check information in internal/external databases for compliance.
• Document discrepancies and follow up with merchants as needed.
• Review merchant website items against partner account data.
• Assess business model suitability: supportable, prohibited, or with minor changes.
• Share ideas and best practices with the team for better service.
• Build effective working relationships with colleagues and users.
• Perform other duties to support ISO9001 and ISO18295-1 quality management.

Skills

CEFR C2 language mastery

BPO/Contact center experience

Multichannel support (email, phone,聊天)

Education

Diploma or Bachelor’s degree

Job description

Customer Service in Epayment Gateway (urgent hiring)

Do you aspire to a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top reasons to work with TDCX

• Attractive remuneration, great perks and performance incentives
• Comprehensive medical, insurance or social security coverage
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company with 25 years of experience and more than 310 industry awards

What’s your mission?

As a Customer Service Specialist - Account Specialist, you will be working with our ePayment Account to deliver #happier customer experience. E-payment allows users, from fledgling start-ups to Fortune 500 companies to accept payments to power their businesses. Support has always been at the core of E-payment and, as the company expands globally; your work will help provide the highest quality of support to new and existing users. Most of the time you’ll communicate with users via multiple channels including phone, chat, and email. E-payment users can ask tough questions. You’ll need to be willing to spend time paying individual attention to users, carefully researching their issues and asking for help from the rest of the team when you need it.

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Provision of an excellent support experience to E-payment users via phone, chat, and email
• Always be on the lookout for ways to improve the way we do things
• Verify all required details have been submitted with application for processing.
• Examine and validate the identity of the merchant to ensure the information submitted is valid.
• Perform checks in internal and external databases to verify information provided and confirm supportability of the merchant.
• Identify and document inaccuracies which raise red flags that require intervention and follow up with the merchant.
• Investigate and compare the items sold on the merchant’s website to information provided on the partner account, such as product description, merchant industry, and charges.
• Identify businesses as supportable, prohibited, or in need of small changes to their business model.
• Advocate for users and pass ideas and best practices on to the rest of the team
• Establish effective working relationships with team members and E-payment users
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO 18295-1 Quality Management System of TDCX.

Who are we looking for?

• Candidates must have language skills at a minimum CEFR C2 mastery level or higher
• Preferably with experience in the Financial, Banking, or Fintech industry.
• At least 2 years of experience in the BPO or contact center environment.
• Experience in underwriting, conducting business cash-flow and credit analyses.
• Familiarity with financial reviews for consumer or small business lending or credit.
• Detail-oriented with the ability to identify discrepancies in information from multiple sources.
• A diploma or bachelor’s degree in any field is required.
• Proven experience in customer-facing roles (e.g., B2B, B2C, or contact centers) with expertise in multi-channel support (email, phone, chat).
• Open to transitioning between teams to support evolving business needs.
• Must be willing to work rotational shifts, including weekends (5 working days per week, 2 days off, shift allowance is applicable)

Who is TDCX?

We serve some of the world’s best brands from our centers of excellence in Singapore, Malaysia, Thailand, the Philippines, Hong Kong, China, Japan, Spain, Colombia, Romania, and India. We specialize in perfecting our clients’ customer experience and elevating their sales. We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients. Our company has won over 270 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 39 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 39 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Perks and benefits

• Medical
• Miscellaneous allowance
• Dental
• Vision
• Incentive, Bonus and Commission Plan
• Life-long Le

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage.

Researching careers? Find all the information and tips you need on career advice.