Fintech L1 Customer Support Agent — Multi-Channel

Elabram; Kuala Lumpur; On-site; MYR 46,000 - 56,000; Full time

Job summary

Jora Malaysia is hiring a Customer Service Agent to support a digital payments platform. You will handle inquiries across chat, calls, and email, assisting with transactions and account issues while meeting SLA and AHT targets in a high-volume environment.

The role requires following SOPs, data privacy compliance, and flexibility to rotate shifts including nights, weekends, and holidays. Contract duration is 12 months with renewal possibilities.

Qualifications

• 1–2 years of experience in Customer Service / BPO (fintech, e-commerce, or payments).
• Comfortable handling live chat, calls, and email simultaneously.
• Able to follow structured SOPs in a regulated environment.
• Willing to work rotational shifts, including nights, weekends and public holidays.
• Flexible to support ad-hoc shift changes based on business needs.

Responsibilities

• Handle customer inquiries across live chat, calls, and email.
• Support users on digital payment services, including E-Wallet top-ups and balance inquiries.
• Payment and transaction status checks; refunds and failed transactions clarifications.
• Account usage guidance and FAQs; login/access issues and account restrictions.
• Escalate cases to L2/L3 with complete documentation; ensure ticket logging and categorization.

Skills

Customer service

Multitasking

SLA adherence

Data privacy

Job description

Jora Malaysia is hiring a Customer Service Agent to support a digital payments platform. You will handle inquiries across chat, calls, and email, assisting with transactions and account issues while meeting SLA and AHT targets in a high-volume environment.

The role requires following SOPs, data privacy compliance, and flexibility to rotate shifts including nights, weekends, and holidays. Contract duration is 12 months with renewal possibilities.