Customer Service Representative

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

Job summary

A dynamic fintech company in Kuala Lumpur is seeking a Customer Service Representative to provide product information and resolve customer issues. You will analyze inquiries, manage complaints, mentor new team members, and coordinate communications within the team. The ideal candidate has at least 2 years of experience in a customer service role, excellent English communication skills, and the ability to work flexible shifts. This position offers generous salary packages and a supportive team culture.

Benefits

Generous salary package

Casual dress code

Delicious office snacks

Flexible working environment

Gym subsidies

Dynamic work environment

Mentoring from leaders

Qualifications

• Minimum 2 years of experience in a helpdesk, service desk or contact centre.
• Experience in fintech or financial industry is highly regarded.
• Ability to support a variety of start times (shifts from 4 am to 5 pm).

Responsibilities

• Analyze and resolve customer enquiries, focusing on tier 1 merchants.
• Handle escalations and complaints, ensuring timely resolution.
• Mentor new team members to develop skills and capabilities.

Skills

Customer service skills

Attention to detail

Proficiency in English

Empathy

Tools

Zendesk

CRM software

Job description

About the role:

You will provide our customers with product information and resolve any emerging issues that occur with accuracy and efficiency.

As a Customer Service Representative, you will:

• Meet defined service expectations by analysing, responding and resolving customer enquiries, with particular focus on tier 1 merchants.
• Handle customer complaints/ escalations, providing timely solution/s and/or escalation and follow-up to ensure resolution
• Deliver training and mentorship to new and existing team members to develop Team skills and capabilities
• Co-ordinate outbound communications to ensure stakeholders are kept informed of any impact to their service
• Assist Customer Support Team Leader with day-to-day supervision of the Customer Support Team

• Minimum 2 year experience in a helpdesk, service desk or contact centre environment. Fintech or Financial Industry experience will be highly regarded.
• Proficiency in English is a must (both written and spoken)
• Ability to support a variety of start times (shifts can range from 4 am to 5 pm)
• Exceptional attention to detail and accuracy, with strong administration and multi-tasking skills
• Experience using customer service software/ ticketing systems or CRM (Zendesk desirable)
• Excellent customer service skills – the ability to be empathetic, compassionate, responsive, resourceful, and conscientious.
• A true team player that really cares about their peers.

• Generous salary package
• Casual dress code
• Delicious office snacks
• Dynamic, positive work environment
• Fantastic team culture
• Guidance and mentoring from leaders within the business
• Flexible working environment (work from home & remote working options)
• Gym subsidies