Customer Service Specialist

DCR Marketing Sdn Bhd; Petaling Jaya; On-site; MYR 33,000 - 61,000; Full time

Job summary

DCR Marketing Sdn Bhd in Malaysia is seeking a Customer Service Specialist to handle inbound enquiries via email, WhatsApp and phone within agreed response times, delivering professional support across channels.

You will manage redemption, order status, delivery and refunds end to end, liaise with courier partners and internal teams to resolve issues, escalate disputes as per SOP, and keep records updated in tracking systems. Banking or financial services exposure is preferred.

Qualifications

• Diploma or Degree in any field.
• Prior banking or financial services experience is required — call centre, cards, or customer operations background preferred.
• Strong written and spoken English.
• Comfortable working with multiple systems — ticketing platforms, portals, and spreadsheets.

Responsibilities

• Handle inbound enquiries via email, whatsapp and phone within agreed response times
• Manage redemption, order status, delivery, and refund cases end to end
• Liaise with courier partners and internal teams to resolve delivery and fulfilment issues
• Escalate disputes and chargeback-related cases according to SOP
• Keep case records accurate and complete in tracking systems
• Support programme-specific reporting and ad hoc operational tasks

Skills

English proficiency

Customer service

Multi-channel support

Education

Diploma or Degree

Tools

Ticketing systems

Spreadsheets

Portals

Job description

Handle inbound enquiries via email, phone, and live chat within agreed response times. Manage redemption, order status, delivery, and refund cases end to end, liaising with courier partners and internal teams to resolve delivery and fulfilment issues. Escalate disputes and chargeback-related cases according to SOP and keep case records accurate and complete in tracking systems.

Key responsibilities

Handle inbound enquiries via email, whatsapp and phone within agreed response times

Manage redemption, order status, delivery, and refund cases end to end

Liaise with courier partners and internal teams to resolve delivery and fulfilment issues

Escalate disputes and chargeback-related cases according to SOP

Keep case records accurate and complete in tracking systems

Support programme-specific reporting and ad hoc operational tasks

About you

Prior banking or financial services experience is required — call centre, cards, or customer operations background preferred

Diploma or Degree in any field

Strong written and spoken English

Comfortable working with multiple systems — ticketing platforms, portals, and spreadsheets

Calm and organised under volume; able to follow SOPs without constant supervision

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a customer service specialist?
• Which of the following types of qualifications do you have?
• Do you have experience working in a business banking environment?

What can I earn as a Customer Service Specialist