Customer Service Officer

TDCX; Kuala Lumpur; On-site; MYR 30,000 - 50,000; Full time

Job summary

A leading digital CX solutions provider is seeking a Client Services Officer to deliver exceptional customer service for a major finance institution. The role involves managing client services, handling complex inquiries, and coaching team members. Ideal candidates should have at least a diploma/degree, 1 year of FinTech experience, and be fluent in English. The company offers comprehensive benefits, engagement programs, and a commitment to employee wellness in a dynamic work environment.

Benefits

Comprehensive Insurance & Medical coverage

Wellness & Health Program

Engagement & Recognition Programs

Employee Assistance Program

Qualifications

• Minimum 1 year of experience in FinTech customer service or contact centre.
• Fluent in English (both verbal and written).
• Able to work in shifts (days/nights).

Responsibilities

• Deliver outstanding customer support, ensuring quality aligns with standards.
• Assist internal teams and handle challenging customer inquiries.
• Serve as escalation point for complex client cases.
• Provide feedback to management on complex cases.
• Identify opportunities to enhance job performance.

Skills

Customer relations

Problem solving

Multi-tasking

Good comprehension

Proactive mindset

Education

Diploma or Degree

Job description

Are you a Client Services Rockstar who wants to be part of our team for one of the biggest finance institutions in the world? Are you passionate, driven, and can deliver outstanding customer service experience?

We are looking for a Client Services Officer to join our growing family. Join our team and begin your journey to #Enable the Future!

• Comprehensive Insurance & Medical coverage
• Engagement & Recognition Programs like appreciation day, digitalized games and contest, free food day, raffles, birthday treats, anniversary gifts, and much more!
• Wellness & Health Program
• Diverse & Inclusion culture
• Employee Assistance Program (Counselling)

Join a global company with 29 years of experience and 310+ industry awards

What is your mission?

The Client Services Officer is an experienced member within the Clients Services team and has a direct impact in creating value for Client. This role is responsible for assisting Client Services Team and the Team Leader of Client Services while continuing to provide exceptional client support, championing value of Exceptional Value for Clients.

The Client Services Officer is responsible for providing day to day management of the client services officers reporting to them and will provide regular coaching and feedback to ensure they are knowledgeable and are progressing in their role. This role will also deal with complex, high value/risk client cases, emails, and complaints.

Deliver outstanding customer support, ensuring service quality aligns with established standards and KPIs.

Assist internal teams by providing guidance on best practices and handling challenging customer inquiries.

Serve as the escalation point for complex, high-value, or high-risk client cases, chats, calls, and investigations.

Provide feedback to the Client Services Team Leader on complex cases, outlining next steps when needed.

Contribute to ad hoc projects and initiatives, including process and system improvements.

Collaborate with the Client Services Team Leader and management to support team members and enhance customer satisfaction.

Identify opportunities to enhance job performance and add value to operations.

Perform additional duties as assigned by management to support the effective implementation, maintenance, and continuous improvement of the ISO9001 and ISO18295-1 Quality Management System.

Who we are looking for?

• Candidate must possess at least a Diploma or Degree.
• Minimum 1 year of FinTech industry experience in customer service/contact centre.
• Able to multi-task, fast learner, good follow through, problem solving skill, good comprehension, customer relations and proactive mindset.
• Fluent in English (verbal and written) is a must to deal with native speaking clients.
• Routing Day Off/ Shift Hour/ Night Shift is required.

Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment and #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.