Senior Customer Success & Tech Support - Malaysia

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

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.