Senior Customer Support and Tech Troubleshooter (Bilingual)

EPOS Pte. Ltd.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Flexi Benefit Allowances

Birthday gift

Medical Insurance

Job summary

EPOS Pte. Ltd. in Malaysia is seeking a Senior Customer Service Support Specialist to strengthen our support operations for POS systems.

You will be the first point of contact for clients, handling both hardware and software issues across multiple channels while delivering timely resolutions and maintaining high service standards. The ideal candidate is tech-savvy, customer-focused, and able to stay composed under pressure, with 2–5 years of experience in customer service and fluency in English

Qualifications

• 2–5 years in customer service or contact center roles
• Proficient in English and Chinese for client communications
• Strong problem-solving and escalation handling skills
• Ability to work independently and manage high-priority cases

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

English

Chinese

CRM

Tools

CRM / ticketing system

Job description

EPOS Pte. Ltd. in Malaysia is seeking a Senior Customer Service Support Specialist to strengthen our support operations for POS systems.

You will be the first point of contact for clients, handling both hardware and software issues across multiple channels while delivering timely resolutions and maintaining high service standards. The ideal candidate is tech-savvy, customer-focused, and able to stay composed under pressure, with 2–5 years of experience in customer service and fluency in English