Customer Support Agent

ZOM-IN; Selangor; On-site; MYR 39,000 - 56,000; Full time

Job summary

Jora Malaysia is seeking a Customer Support Specialist to service inquiries across voice, live chat, email, social media, and other channels, following SOPs and delivering a positive experience.

You will resolve issues, escalate complex cases, and help users navigate digital platforms while maintaining high service standards. Fresh graduates are welcome; 2 years in CS/CC preferred, with a Diploma or higher.

Qualifications

• Fresh graduates are encouraged to apply.
• Diploma or higher qualification in any field.
• Experience supporting customers via live chat or digital channels is an added advantage.
• 2 years of experience in a Contact Centre or Customer Service role preferred.

Responsibilities

• Provide customer support across multiple channels, including voice, live chat, email, social media, and L1/L2 support.
• Handle customer enquiries, resolve issues, and deliver a positive customer experience.
• Guide customers in using digital platforms and services while following SOPs.
• Escalate complex cases to relevant teams and ensure timely resolution.
• Meet individual and team service quality, productivity, and customer satisfaction targets.
• Collaborate with internal teams to improve customer support processes and service delivery.
• Identify and report potential security, compliance, or fraud-related concerns.
• Adapt to changing priorities in a fast-paced environment while maintaining high service standards.

Skills

Customer service

Verbal communication

Written communication

Multi-tasking

MS Office

Google Workspace

Live chat

Education

Diploma or higher

Tools

Microsoft Office

Google Workspace

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Provide customer support across multiple channels, including voice, live chat, email, social media, and L1/L2 support.
• Handle customer enquiries, resolve issues, and deliver a positive customer experience.
• Guide customers in using digital platforms and services while following Standard Operating Procedures (SOPs).
• Escalate complex cases to the relevant teams and ensure timely resolution.
• Meet individual and team service quality, productivity, and customer satisfaction targets.
• Collaborate with internal teams to improve customer support processes and service delivery.
• Identify and report potential security, compliance, or fraud-related concerns.
• Adapt to changing priorities in a fast-paced environment while maintaining high service standards.

Requirements

• Fresh graduates are encouraged to apply. Candidates with customer service or contact centre experience are also welcome.
• Minimum 2 years of experience in a Contact Centre or Customer Service role, preferably within banking, financial services, fintech, payments, or e-wallet industries, is an advantage.
• Diploma or higher qualification in any field.
• Experience supporting customers via live chat or digital channels is an added advantage.
• Strong verbal and written communication skills in the required language(s).
• Willing to work on rotating shifts, including weekends and public holidays if required.
• Customer-focused with strong problem-solving and interpersonal skills.
• Able to work independently and collaboratively in a high-volume, fast-paced environment.
• Proficient in Microsoft Office (Excel, Word, PowerPoint) and Google Workspace.
• Strong attention to detail with the ability to manage multiple tasks effectively.