Customer Service Representative

Ezypay; Kuala Lumpur; Hybrid; MYR 36,000 - 48,000; Full time

Job summary

A leading company in the fintech sector is looking for a Customer Service Representative to provide exceptional support to tier 1 merchants. You will handle customer inquiries, train team members, and ensure high service standards. Join a dynamic team that values collaboration and offers flexible working options.

Benefits

Generous salary package

Casual dress code

Office snacks

Dynamic, positive work environment

Great team culture

Leadership guidance and mentoring

Flexible working (work from home & remote options)

Gym subsidies

Qualifications

• Minimum 2 years in helpdesk, service desk, or contact centre.
• Proficiency in English required.

Responsibilities

• Resolve customer enquiries and complaints efficiently.
• Deliver training and mentorship to team members.

Skills

Customer Service

Attention to Detail

Communication

Tools

Zendesk

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:

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

Minimum requirements:

• Minimum 2 years of experience in a helpdesk, service desk, or contact centre environment. Fintech or Financial Industry experience will be highly regarded.
• Proficiency in English (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 – empathetic, compassionate, responsive, resourceful, and conscientious.
• A true team player who cares about peers.

Benefits:

• Generous salary package
• Casual dress code
• Office snacks
• Dynamic, positive work environment
• Great team culture
• Leadership guidance and mentoring
• Flexible working (work from home & remote options)
• Gym subsidies