OPCS Specialist

Hytech Consulting Management Sdn Bhd; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Benefits offered by this job

Accessible by public transport

Competitive remuneration package

Career and personal growth

Job summary

Hytech Consulting Management Sdn Bhd, a premier management consulting firm with a global footprint, seeks an Operations Customer Service Specialist to drive client experience in B2B contexts. You will play a central role in daily operations, ensuring smooth processes and exceptional service across accounts, products, and platforms.

The role requires strong communication, fintech exposure, and leadership capabilities, with on-site duties in Kuala Lumpur and a 24/5 shift.

Qualifications

• Excellent communication and interpersonal skills.
• Proven track record in customer service/operations/QAQC/Policy making/SOPs.
• Experience in fintech and leading or supervising a team.
• Able to multitask in a fast-paced environment; basic financial operations/KYC knowledge a plus.
• Willingness to work 24/5 shift and be on-site.

Responsibilities

• Implement and enhance SOPs for customer service and operations.
• Monitor SLA performance and service quality (OPCS).
• Handle escalated and complex client issues with timely resolution.
• Provide client support and manage inquiries across accounts, products, and platforms.
• Oversee deposits, withdrawals, KYC, and documentation while leading the team.

Skills

Communication skills

Customer service experience

Team leadership

Multitasking

On-site readiness

Job description

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle-and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape. Our client portfolio includes top global trading platforms and leading crypto exchanges.With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

About the Role

We are seeking a dedicated and detail-oriented Operations Customer Service Specialist to join our team. In this role, you will be at the heart of our client experience (B2B), ensuring smooth daily operations while delivering exceptional service and support.

Key Responsibilities:

• Implement and enhance SOPs for customer service and operations
• Monitor SLA performance and service quality (OPCS)
• Handle escalated and complex client issues while ensuring timely resolution
• Provide client support and manage inquiries across accounts, products, and platforms
• Oversee and manage deposits, withdrawals, KYC, and documentation while leading and supervising the team

What We're Looking For:

• Strong communication skills with the ability to handle customer interactions professionally
• Proven experience in Customer Service/Operations/QAQC/ Policy Making/ SOP
• Experience in theFintech industry and leading or supervising a team
• Ability to multitask in a fast-paced environment, with basic knowledge of financial operations or KYC as an advantage
• Open for working on 24/5 shift and fully on site

What We Offer:

• Accessible by public transport (5 mins walking distance from LRT Abdullah Hukum)
• Competitive remuneration package (Basic salary + fixed transport allowance + shift allowance)
• Career and personal growth