Assistant Manager Customer Support (Payment Services)

Doo Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player in financial services is seeking a talented individual to lead their customer service team. This role involves mentoring staff, managing high-value clients, and developing best practices to enhance user experience. The company offers a vibrant work environment with opportunities for growth, comprehensive benefits, and a performance-driven culture. Join a forward-thinking team that values innovation and is committed to achieving excellence in service delivery. If you are passionate about customer relations and ready to make an impact, this opportunity is for you!

Benefits

Comprehensive medical benefits

Dental and optical coverage

Wellness benefits

13th-month salary

Performance bonus

Quarterly recognition awards

Smart pantry access

Monthly tea breaks

Lucky draws

Qualifications

• 5+ years in customer service, fintech, banking, or e-commerce.
• Strong leadership and mentoring skills required.

Responsibilities

• Lead and mentor customer service team to enhance performance.
• Handle high-value clients and resolve escalated complaints.

Skills

Customer Service

Leadership

Problem-Solving

Data Analysis

Regulatory Compliance

Education

Bachelor’s degree in Finance

Bachelor’s degree in Business

Bachelor’s degree in Customer Relations

Tools

CRM Software

Payment Processing Systems

Chatbots

Job description

Doo Group is a global financial services group with FinTech as its core. With our 10 major business lines, spanning Brokerage, Wealth Management, Property, Payment & Exchange, FinTech, Financial Education, Health Care, Consulting, Cloud, and Digital Marketing, Doo Group has seamlessly provided clients with comprehensive products and services across the world. Through a one-stop approach, Doo Group remains committed to helping our clients achieve an ideal financial life while moving towards a better future together!

Looking for a New Challenge? Join Us as We Expand Globally!

As we continue our global business expansion, we’re on the lookout for talented individuals who are motivated to support our strategic goals and initiatives. Join a team that values innovation and growth.

DOO you have what it takes?

What you’ll be working on:

1. Lead and mentor customer service team.
2. Handle high-value clients, VIP customers, and escalated complaints.
3. Develop and implement customer service best practices and process improvements.
4. Review and verify all details in the quotation, including pricing, terms, and service descriptions.
5. Work closely with operations and compliance teams to prevent fraudulent activities.
6. Analyze user feedback and provide insights to improve payment services and user experience.
7. Assist in training programs for new payment support staff.
8. Monitor KPIs (especially response time, resolution rate and customer satisfaction).
9. Collaborate with product, technical, and operations teams to enhance customer experience.

What we’re looking for:

1. Bachelor’s degree in Finance, Business, or Customer Relations.
2. 5+ years of experience in customer service, fintech, banking, or e-commerce.
3. Strong leadership, coaching, and mentoring skills.
4. Excellent problem-solving skills, especially in handling escalated issues.
5. Experience working with payment systems, fraud detection, and regulatory compliance.
6. Ability to analyze customer service data & generate performance reports.
7. Knowledge of CRM software, chatbots, and payment processing systems is a must.

What we offer/What's in it for you:

Expand your regional work experience: Work alongside industry-leading professionals from around the globe in an environment filled with opportunities for continuous learning and growth.

We value your wellbeing: Enjoy comprehensive medical, dental, optical, and wellness benefits.

We offer a 13th-month salary and performance bonus, and reward our top employees with quarterly recognition awards in USD.

Enjoy our amenities: Take advantage of our smart pantry access and monthly tea breaks/lucky draws.

Discover your potential with Doo Group. Apply now and be part of our success story!

#DooBeyondLimit #TogetherWeDooMore #SucceedYourCareerWithDoo

How do your skills match this job?

How do your skills match this job?

Sign in and update your profile to get insights.

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?
• Do you have customer service experience?
• How much notice are you required to give your current employer?
• Are you available for shift work?
• Which of these industries have you worked in?
• How would you rate your Mandarin language skills?

Doo Group, founded in 2014 and headquartered in Singapore, is a global financial services group with a core focus on FinTech. The company operates through six key business lines: Brokerage, Wealth Management, Payment Exchange, FinTech, Financial Education, and Health Care. Doo Group offers comprehensive services and innovative solutions worldwide and is regulated by prominent global financial authorities such as the US SEC, US FINRA, UK FCA, AU ASIC, HK SFC, and others. The group's diverse regulatory oversight reflects its commitment to compliance and quality financial services, as it embarks on a journey to explore a better future.