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

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

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

Elabram Group is a leading HR solutions provider, specializing in comprehensive recruitment, managed services, and business process outsourcing (BPO) across Asia Pacific. With a strong presence in multiple countries, including Malaysia, Indonesia, Thailand, Philipines and the Singapore, we have built a reputation for delivering quality, efficiency, and innovation in our services. Our team is driven by a passion for connecting top talents with leading companies, helping them achieve their business goals through strategic talent solutions.

ALL JOB PLACEMENTS ARE FREE AND THE COMPANY DOES NOT CHARGE ANY PAYMENTS FROM THE CANDIDATES.