Customer Service Specialist

Weekend availability is required as part of the regular schedule

Why XTransfer?

• World's Leading & China's No.1 B2B Cross-Border Trade Payment Platform
• Fast Career Growth in a booming fintech industry

Job Responsibilities:

1. Respond to customer inquiries in real-time through online chat, phone, email and other channels, managing multiple conversations simultaneously while quickly identifying and resolving issues
2. Follow established knowledge bases and SOPs to provide standardized solutions, escalating issues and collaborating with relevant teams as necessary
3. Accurately document customer interactions and the resolution process, ensuring tickets are properly recorded and issues are fully resolved
4. Work proactively with the team, adapting to the pace of customer service and meeting service delivery expectations

Job Requirements:

1. Working Location: Kuala Lumpur
2. Minimum bachelor’s degree or equivalent
3. 1-2 years of relevant work experience in customer service, with at least 1 year in a call center or similar customer-facing role
4. Fluency in Malay is required to handle Malay-speaking clients, with proficiency in either Mandarin or English (both written and spoken) preferred. "We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."
5. Strong sense of responsibility, attention to detail, good service mindset and a collaborative team player
6. Fast typing speed and strong multitasking skills, capable of managing 1-4 chat windows simultaneously without missing any details
7. Excellent phone communication with a professional tone and active listening
8. Quick learner, able to understand business requirements and customer needs, with the ability to adapt and provide tailored support
9. Experience in customer service management or financial services industry is a strong advantage
10. Willing to work on weekends and open to short-term training in Shanghai HQ (1-2 months)