Senior Customer Service Specialist

EPOS; Kuala Lumpur; On-site; MYR 78,000 - 112,000; Full time

Benefits offered by this job

Flexi Benefit Allowances

Birthday gift

Medical Insurance

Job summary

EPOS is seeking a Senior Customer Service Support Specialist (Malaysia) to strengthen our customer support operations. You will be the first point of contact for POS system issues, handling hardware and software support across channels, ensuring timely resolutions and high customer satisfaction.

The ideal candidate is tech-savvy, able to stay composed under pressure, and able to guide junior team members while coordinating with Ops, Tech, and external partners.

Qualifications

• 2-5 years of experience in customer service or contact center roles.
• Proficient in English and Chinese for Client communication.
• Strong problem-solving and escalation handling skills.

Responsibilities

• Handle complex customer issues, escalations, and technical cases.
• Provide in-depth troubleshooting and resolution support.
• Guide and support junior team members when required.
• Manage case prioritization and escalation decisions.
• Ensure high-quality responses and customer satisfaction.
• Identify recurring issues and provide feedback for process improvement.
• Work closely with Ops, Tech, and external partners.

Skills

Customer service

Escalation handling

Problem solving

Communication

Independent work

Tools

CRM system

Ticketing system

Job description

About EPOS

EPOS is a leading Point-of-Sale (POS) digital solutions provider based in Singapore for SMEs. We are backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), part of its global merchant payment services Antom.

As part of our aggressive expansion plan, Malaysia is our first stop and we are building a huge sales team. This is a unique opportunity to be part of a mission-driven team focused on empowering Small and Medium Enterprise (SME) owners to embrace digital transformation through EPOS' cutting-edge solutions.

Be part of Ant International's mission to empower SMEs, EPOS will leverage Antom's digital capabilities as the organisation's central hub to serve regional small and medium sized businesses with integrated O2O solutions.

About This Role

We are looking for a Senior Customer Service Support Specialist (Malaysia) to strengthen our customer support operations and ensure an outstanding service experience for our clients.

In this role, you will serve as the first point of contact for clients facing Point-of-Sale (POS) system issues, handling both hardware and software support across various communication channels. You'll be a key player in ensuring client satisfaction through timely resolutions, strong communication, and attention to detail.

The ideal candidate is a tech-savvy, customer-focused professional who can stay composed under pressure, troubleshoot effectively, and maintain high service standards.

This is what your job scope will be...

• Handle complex customer issues, escalations, and technical cases
• Provide in-depth troubleshooting and resolution support
• Guide and support junior team members when required
• Manage case prioritization and escalation decisions
• Ensure high-quality responses and customer satisfaction
• Identify recurring issues and provide feedback for process improvement
• Work closely with Ops, Tech, and external partners

We would love to hear from you if…

• Proficient in English and Chinese, due to having Chinese clients to communicate with.
• Proven experience in customer service or contact center roles (2-5 years)
• Strong problem-solving and escalation handling skills
• Ability to work independently and manage high-priority cases
• Familiarity with CRM / ticketing system
  

Perks of Joining Us

• Flexi Benefit Allowances
• Birthday gift
• Medical Insurance