Fintech E-Wallet Support Agent (L1)

Elabram Systems Sdn Bhd; Kuala Lumpur; On-site; MYR 28,000 - 73,000; Full time

Job summary

Elabram Systems Sdn Bhd is seeking a dedicated L1 Customer Service Agent to support a fintech, e-wallet and digital payments platform. You will handle inquiries across chat, phone, and email, ensuring smooth customer experiences while following SOPs.

You will manage transactions, review account issues, and escalate complex cases to L2/L3 teams. The role requires reliability in a high-volume, regulated environment with rotating shifts.

Qualifications

• 1–2 years of experience in Customer Service / BPO (preferably fintech, e-commerce, or payments)
• Comfortable handling live chat, calls, and email simultaneously
• Ability to follow structured SOPs in a regulated environment
• Able to work rotational shifts, including nights, weekends, and public holidays

Responsibilities

• Handle customer inquiries across multiple channels: Live chat / Inbound & outbound calls / Email
• Support users on digital payment services, including: E-Wallet top-ups and balance inquiries
• Payment and transaction status checks
• Refund and failed transaction clarifications
• Account usage guidance and FAQs
• Assist customers with account-related matters such as: Login/access issues, Account limitations or restrictions
• Basic troubleshooting for payment failures
• Follow strict SOP-based handling and scripts to ensure compliance and consistency
• Identify and flag cases that require escalation, including: Payment disputes and chargebacks
• Suspicious or potentially fraudulent transactions
• Verification (KYC) issues beyond L1 scope
• Escalate cases to L2/L3 teams with complete and accurate documentation
• Ensure proper ticket logging, tagging, and categorization
• Meet SLA, AHT, and productivity targets in a high-volume environment
• Maintain strict compliance with data privacy, financial regulations, and internal policies

Skills

Customer service

Multitasking

SOP adherence

Communication

Job description

Elabram Systems Sdn Bhd is seeking a dedicated L1 Customer Service Agent to support a fintech, e-wallet and digital payments platform. You will handle inquiries across chat, phone, and email, ensuring smooth customer experiences while following SOPs.

You will manage transactions, review account issues, and escalate complex cases to L2/L3 teams. The role requires reliability in a high-volume, regulated environment with rotating shifts.