Junior Customer Support

Luminarix Sdn Bhd; Selangor; On-site; MYR 28,000 - 42,000; Full time

Job summary

Luminarix Sdn Bhd in Malaysia is launching a Trainee Programme for Customer Support. You will handle first-level inquiries from merchants and partners via WhatsApp, Telegram, email, and ticketing systems under guidance from senior teammates, while learning real-time payment operations.

The role offers shift rotations (morning, afternoon, midnight) and is open to fresh graduates with a diploma or bachelor’s in business, IT, finance, or related fields.

Qualifications

• Diploma or Bachelor's Degree in Business, IT, Finance, Communications, or related field.
• Fresh graduates are welcome.
• Willing to work shift rotation (morning, afternoon and midnight shift).
• Comfortable with everyday digital tools — WhatsApp, Telegram, email, and basic computer use.
• Detail-oriented with a willingness to learn and ask questions.
• Able to multitask and stay composed under pressure.
• Team player with a positive, can-do attitude.
• Willing to work rotational shifts, including weekends and public holidays.
• Any internship experience in customer service, operations, or related field is an added advantage.

Responsibilities

• Support first-level merchant and partner inquiries via WhatsApp, Telegram, email, and ticketing systems — with guidance from senior team members
• Assist in handling inquiries related to Real-time payment transactions
• Check transaction statuses and assist with failed or pending payments
• Troubleshoot basic API connectivity issues
• Handle merchant operational requests
• Monitor payment transaction flows and identify abnormalities or disruptions
• Follow internal SOPs and escalation procedures when routing issues to L2 Support or Technical Teams
• Maintain records of merchant communications and issue tracking
• Coordinate with Tech, Compliance, Risk, and Operations teams
• Work towards SLA response and resolution targets
• Assist in preparing daily operational and incident reports

Skills

Fresh graduates welcome

Detail-oriented

Team player

Willing to learn

Education

Diploma or Bachelor's Degree in Business, IT, Finance, Communications, or related field

Job description

Luminarix is redefining the payment landscape in Malaysia. Licensed by BNM and built on a technology-first foundation, we offer real-time API-driven and common checkout payment solutions that serve everyone from the neighbourhood kedai to the fastest-growing global brands. As we continue to expand, we are looking for motivated and detail-oriented individuals to join our Customer Support team through our Trainee Programme — no prior industry experience required.

Key Responsibilities

Support first-level merchant and partner inquiries via WhatsApp, Telegram, email, and ticketing systems — with guidance from senior team members

Assist in handling inquiries related to:

• Real-time payment transactions
• Transaction status checks
• Failed or pending payments
• Basic API connectivity issues
• Merchant operational requests

Learn to monitor payment transaction flows and identify abnormalities or disruptions

Follow internal SOPs and escalation procedures when routing issues to L2 Support or Technical Teams

Maintain accurate records of merchant communications and issue tracking

Coordinate with internal departments including Tech, Compliance, Risk, and Operations

Work towards and maintain SLA response and resolution targets as you progress through training

Assist in preparing daily operational and incident reports

Requirements

Diploma or Bachelor's Degree in Business, IT, Finance, Communications, or any related field

Fresh graduates are welcome.

Wiling to work shift rotation (morning, afternoon and midnight shift)

Comfortable with everyday digital tools — WhatsApp, Telegram, email, and basic computer use

Detail-oriented with a willingness to learn and ask questions

Able to multitask and stay composed under pressure

Team player with a positive, can-do attitude

Willing to work rotational shifts, including weekends and public holidays

Any internship experience in customer service, operations, or a related field is an added advantage

Preferred (Good to Have)

• Exposure to fintech, e-commerce, banking, or any payment-related environment during internship or studies
• Basic understanding of how online payments or digital wallets work
• Familiarity with any helpdesk or ticketing tools