Customer Support Executive

Pine Labs Malaysia; Kuala Lumpur; On-site; MYR 39,000 - 76,000; Full time

Job summary

Pine Labs Malaysia is seeking a capable Customer Support professional to handle inquiries via phone, email, and WhatsApp about payments terminals and related services. You will log cases, diagnose issues, and coordinate with internal teams to ensure timely resolutions.

The role requires shift flexibility to cover PH/weekends and familiarity with POS systems is a plus. The ideal candidate has 1–3 years in customer service within fintech or payments, strong English and Bahasa Malaysia

Qualifications

• Diploma or bachelor’s degree in related field.
• 1–3 years of experience in customer service, preferably within payments, fintech, banking, or technology industries.
• Strong communication skills in English, Bahasa Malaysia.
• Good problem-solving, analytical, and interpersonal skills.
• Ability to manage multiple tasks in a fast-paced environment, and schedule by shift which will cover PH/WEEKEND.
• Familiarity with POS terminals or payment systems is an advantage.

Responsibilities

• Serve as the first point of contact for merchant and customer inquiries via phone, email, and WhatsApp.
• Handle queries and complaints related to payment terminals, transactions, settlements, refunds, and integrations.
• Log, track, and manage all cases in a centralised complaint in AMEYO.
• Diagnose issues, provide accurate resolutions, and escape complex cases to relevant internal teams when required.
• Ensure cases are resolved within defined SLA and turnaround times.
• Provide timely updates to customers and ensure proper closure of cases with clear explanations.
• Liaise with internal teams such as Technical Support, Operations, Finance, Product, and bank partners.
• Ensure compliance with internal policies and regulatory requirements.

Skills

Communication skills

Problem-solving

Analytical thinking

Interpersonal skills

Multitasking

Shift flexibility

Education

Diploma/Bachelor degree

Tools

POS terminals

Job description

We at Pine Labs are looking for those who share our core belief - “Every Day is Game day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Responsibilities we entrust you with:

• Serve as the first point of contact for merchant and customer inquiries via phone, email, and WhatsApp.
• Handle queries and complaints related to payment terminals, transactions, settlements, refunds, and integrations.
• Log, track, and manage all cases in a centralised complaint in AMEYO.
• Diagnose issues, provide accurate resolutions, and escape complex cases to relevant internal teams when required.
• Ensure cases are resolved within defined SLA and turnaround times.
• Provide timely updates to customers and ensure proper closure of cases with clear explanations.
• Liaise with internal teams such as Technical Support, Operations, Finance, Product, and bank partners.
• Ensure compliance with internal policies and regulatory requirements.

What matters in this role:

• Diploma or bachelor’s degree in related field.
• 1–3 years of experience in customer service, preferably within payments, fintech, banking, or technology industries.
• Strong communication skills in English, Bahasa Malaysia.
• Good problem-solving, analytical, and interpersonal skills.
• Ability to manage multiple tasks in a fast-paced environment, and schedule by shift which will cover PH/WEEKEND.
• Familiarity with POS terminals or payment systems is an advantage.

What we Value in Our people

• You take the shot: You Decide Fast and You Deliver Right
• You are the CEO of what you do: you show ownership and make things happen
• You own tomorrow: by building solutions for the clients and doing the right thing
• You sign your work like an artist: You seek to learn and take pride in the work you do

About Pine Labs Malaysia

Pine Labs is a leading merchant commerce omnichannel platform across India, Southeast Asia, and UAE. Our deep technology is designed to empower businesses and fuel their entrepreneurial spirit. We build and host a roster of fintech products, from digital payments to loyalty solutions. To learn more, please visit https://www.pinelabs.my/