Customer Service & Operations (CSOP) Specialist (Thai Speaker)

Confidential; Kuala Lumpur; On-site; MYR 45,000 - 67,000; Full time

Job summary

Confidential in Kuala Lumpur is seeking a CS&OP Executive to join our on-site team, supporting Thailand market coverage. You will collaborate with sales to deliver exceptional customer service and operational support for international clients, acting as the Thai-speaking point of contact while ensuring high satisfaction and smooth processes.

The role involves rotating shifts from 10am to 1am, Monday to Friday, and close collaboration with Sales and Operations to optimize workflows and service

Qualifications

• Bachelor's degree in any field or equivalent work experience in customer service or operations.
• 1–2 years of customer service experience, preferably in financial services, fintech, or international business environment.
• Experience with multi-channel customer support platforms and operational processes.

Responsibilities

• Competitor research: regularly collect and analyze competitors' products, services, and market strategies to provide actionable insights.
• Account processing: handle new account opening procedures efficiently, ensuring documentation and verification are completed accurately and promptly.
• Multi-channel customer support: provide professional assistance to clients worldwide through live channels like Facebook, Telegram, and other platforms.
• Technical support delivery: support clients with platform-related issues and guide them through troubleshooting steps.
• Cross-department coordination: facilitate communication between departments to resolve complex issues and ensure seamless service delivery.
• Documentation management: prepare, review, and translate customer documents and communications.
• Issue resolution: address inquiries, complaints, and concerns promptly and professionally.
• Client relationship management: build and maintain positive relationships through proactive communication.
• Operational support: complete tasks to improve department efficiency and meet objectives.
• Service quality maintenance: ensure high-quality service across all client touchpoints.

Skills

English fluency

Thai language

Multichannel support

Communication

Documentation

Education

Bachelor's degree

Tools

CRM platforms

Trading platforms knowledge

Job description

As a CS&OP Executive reporting to the CS & Operations Manager within our CS&OP Department, you will work in an on-site office environment with shift arrangement for Thailand market coverage. This role involves close collaboration with our sales team to deliver exceptional customer service and operational support for our international clients. You will act as a key point of contact for Thai-speaking clients, ensuring consistently high levels of customer satisfaction while supporting critical operational processes that directly contribute to the company growth and service excellence in the Thailand market.

Working Arrangement

• Rotational Shift from 10am - 1am (9 working hours including 1 hour lunch break)
• Monday to Friday

Your responsibilities will include

• Competitor Research: Regularly collect and analyze competitors' products, services, and market strategies to provide actionable insights and data support for business optimization and strategic planning.
• Account Processing: Handle new account opening procedures efficiently, ensuring all documentation and verification requirements are completed accurately and promptly.
• Multi-Channel Customer Support: Provide professional assistance to clients worldwide through various live support channels including Facebook, Telegram, and other digital platforms.
• Technical Support Delivery: Support clients with platform-related technical issues and troubleshooting, providing step-by-step guidance to ensure optimal trading experience.
• Cross-Department Coordination: Facilitate effective communication and coordination between different departments to resolve complex customer issues and ensure seamless service delivery.
• Documentation Management: Prepare, review, and translate various customer documents and communications to support client needs and operational requirements.
• Issue Resolution: Handle customer inquiries, complaints, and concerns with professionalism, ensuring timely and satisfactory resolution to maintain customer trust.
• Client Relationship Management: Build and maintain positive relationships with clients through proactive communication and service excellence.
• Operational Support: Complete assigned operational tasks that support overall department efficiency and business objectives.
• Service Quality Maintenance: Ensure consistent delivery of high-quality customer service across all client touchpoints and communication channels.

What Makes You a Great Fit

Job Experience & Education

• Bachelor's degree in any field or equivalent work experience in customer service or operations
• 1-2 years of customer service experience, preferably in financial services, fintech, or international business environment.
• Experience with multi-channel customer support platforms and operational processes.

Technical and Functional Skills

• Fluent proficiency in English and Thai language with excellent written and verbal communication skills.
• Strong computer skills and typing proficiency for efficient customer interaction and operational task management
• Knowledge of financial markets, trading platforms, or brokerage services is advantages.

Soft Skills

• Strong service-oriented mindset with genuine commitment to helping customers succeed.
• Excellent problem-solving abilities with patience and empathy when handling customer concerns.
• Adaptability and resilience to work effectively in shift arrangements and a fast-paced environment.

What Success Looks Like

• Customer Satisfaction Excellence: Achieve consistently high customer satisfaction scores and positive feedback through professional, timely, and effective support delivery.
• Operational Efficiency Enhancement: Contribute to improved response times, streamlined processes, and optimized workflow efficiency within the CS&OP department.
• Cross-Departmental Collaboration: Effectively coordinate with Sales and other teams to ensure seamless customer experience and successful resolution of complex issues.

Your Journey After Applying

• Screening interview with our Talent Acquisition Partner.
• Interview with the Hiring Manager + HRBP.