Financial Services Support Specialist

DCR Marketing Sdn Bhd; Selangor; On-site; MYR 33,000 - 51,000; Full time

Job summary

Jora Malaysia is seeking a customer operations professional to handle inbound enquiries via email, phone, and live chat, ensuring timely responses across all channels in a fast-paced environment.

You will manage redemption, order status, delivery, and refunds end-to-end, liaise with courier partners and internal teams to resolve issues, escalate disputes per SOP, and support various reporting and operational tasks.

Qualifications

• 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.

Responsibilities

• 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.
• Support programme-specific reporting and ad hoc operational tasks.

Skills

Strong written and spoken English

Calm under pressure

SOP compliance

Education

Diploma or Degree in any field

Tools

Ticketing platforms

Portals

Spreadsheets

Job description

Jora Malaysia is seeking a customer operations professional to handle inbound enquiries via email, phone, and live chat, ensuring timely responses across all channels in a fast-paced environment.

You will manage redemption, order status, delivery, and refunds end-to-end, liaise with courier partners and internal teams to resolve issues, escalate disputes per SOP, and support various reporting and operational tasks.