Customer Service Agent (Digital Payments Support)

• Location: Mercu 2 Tower, Kuala Lumpur (On-site)
• Contract Duration: 12 Months (Renewable)
• Working Schedule: 5 Working Days per Week (Including Weekends & Public Holidays)

Shift Type: Rotational shifts (AM / PM / GY)

• Shift A: 6:30 AM – 4:00 PM
• Shift B: 9:30 AM – 7:00 PM
• Shift C: 3:30 PM – 1:00 AM
• Shift D: 12:30 AM – 10:00 AM

Job Summary:

This role is responsible for providing customer support for a digital payments platform by assisting users with account-related inquiries, transaction issues, and general service questions through chat, phone, and email channels. The Customer Service Agent will ensure a positive customer experience by resolving issues within scope, following established procedures, maintaining accurate documentation, and escalating complex cases to specialized teams when necessary.

Job Responsibilities:

• Respond to customer inquiries through live chat, calls, and email channels
• Assist customers with account-related, payment, and transaction inquiries
• Provide accurate information and guidance based on established procedures
• Investigate and resolve basic customer issues within the defined support scope
• Escalate complex or sensitive cases to relevant support teams for further investigation
• Maintain accurate records and documentation of customer interactions
• Ensure service quality standards and response time targets are met
• Follow company policies, compliance requirements, and data privacy guidelines

Requirements:

• Minimum 1 year of experience in Customer Service, Contact Centre, or Customer Support
• Experience in financial services, digital payments, e-commerce, or related industries is an advantage
• Strong communication skills in English and Bahasa Malaysia
• Comfortable handling customer inquiries across multiple channels
• Good problem-solving and interpersonal skills
• Able to work in a fast-paced environment
• Willing to work rotational shifts, weekends, and public holidays

Compensation & Benefits:

• Basic Salary: RM2,500
• Fixed Allowance: RM100
• KPI Incentive: RM2,550
• Annual Leave and other benefits provided according to company policy

Remarks : KPI based on

• Replying within SLA timing
• Handling cases efficiently
• Managing Average Handling Time (AHT)

Pay: RM2,500.00 - RM5,150.00 per month

Application Question(s):

• How long is your notice period?

Work Location: In person