L1 Customer Service Agent (Fintech/E-Wallet/Digital Payments)

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 will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

L1 Customer Service Agent (Fintech/E-Wallet/Digital Payments)

We are hiring a Customer Service Agent to support a digital payments platform, handling customer inquiries across chat, calls, and email. As the first point of contact, you will assist with transactions, account-related issues, and general inquiries while ensuring a smooth customer experience.

This role requires adherence to SOPs, strong multitasking skills, and the ability to meet performance metrics (SLA, AHT) in a fast-paced, high-volume environment.

Contract Duration: 12 Months (Renewable)

Working Hours: Shift Rotation

Shift A: 6.30AM - 4.00PM

Shift B: 9.30AM - 7.00PM

Shift C: 3.30PM - 1.00AM

Shift D: 12.30AM - 10.00AM

Salary Package:

Basic Salary: RM 2,500.00 (Fixed)

Shift Allowance: Up to RM 550.00

KPI Incentive: Up to RM 2,000.00

Job 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

Requirements

1–2 years of experience in Customer Service / BPO (preferably in 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

Flexible to support ad-hoc shift changes based on business needs