Customer Service Specialist

EPOS Pte. Ltd.; Kuala Lumpur; On-site; MYR 33,480 - 55,800; Full time

Job summary

EPOS Pte. Ltd. is seeking a Customer Service Support Specialist in Kuala Lumpur to enhance customer support operations. Your main responsibility will be to provide exceptional service for clients facing Point‑of‑Sale system issues, offering hardware and software support.

The ideal candidate is expected to have 1-3 years of experience in customer service or IT helpdesk, be proficient in English and Chinese, and possess strong problem-solving skills. This role also requires familiarity with Windows and Android operating systems, as well as basic networking.

Qualifications

• 1-3 years of experience in customer service or IT helpdesk role, POS system support is a plus.
• Good working knowledge of Windows and Android operating systems.
• Familiar with basic networking and peripheral hardware setup.

Responsibilities

• Respond to client inquiries regarding POS systems via phone, email, and chat.
• Troubleshoot software and hardware problems with step-by-step support.
• Document interactions, issues, and resolutions in the support system.
• Manage multiple support cases while delivering high-quality service.
• Escalate complex issues to technical teams when necessary.

Skills

Proficient in English

Proficient in Chinese

Customer service skills

Problem-solving

Technical support

Knowledge of Windows and Android

Basic networking

Microsoft Excel

Job description

About This Role

We are looking for a Customer Service Support Specialist (Malaysia) to strengthen our customer support operations and ensure an outstanding service experience for our clients.

In this role, you will serve as the first point of contact for clients facing Point‑of‑Sale (POS) system issues, handling both hardware and software support across various communication channels. You’ll be a key player in ensuring client satisfaction through timely resolutions, strong communication, and attention to detail.

The ideal candidate is a tech‑savvy, customer‑focused professional who can stay composed under pressure, troubleshoot effectively, and maintain high service standards.

Customer Support & Issue Resolution

• Respond to client inquiries and issues related to POS systems via phone, email, and chat.
• Troubleshoot software and hardware problems and provide clear, step‑by‑step support.
• Accurately document client interactions, issues, and resolutions in the support system.
• Manage multiple support cases while delivering prompt and high‑quality service.
• Escalate complex or unresolved issues to the relevant technical teams when necessary.

Service Quality & Client Experience

• Follow through on support cases and proactively update clients to manage expectations.
• Identify recurring issues or feedback trends and propose improvements to enhance service experience.

Process Improvement & Collaboration

• Work with internal teams (technical, operations, sales) to resolve client issues efficiently.
• Contribute to knowledge base development, documentation, and support resources.
• Assist with process enhancements to improve turnaround time, resolution accuracy, and customer satisfaction.

We would love to hear from you if…

• Proficient in English and Chinese, due to having Chinese clients to communicate with.

• You have 1–3 years of experience in a customer service or IT helpdesk role (POS system support is a plus). Fresh graduates are also welcomed!
• You have a good working knowledge of Windows and Android operating systems.
• You're familiar with basic networking and peripheral hardware setup.
• You're comfortable using Microsoft Excel for tracking, logging, and reporting.
• You're a natural problem solver who can stay calm and resourceful under pressure.