Customer Services Support

About us

1M Technology is a regional technology group managing high-growth digital platforms across multiple markets. 1M Consulting operates under 1M Technology, focusing on building scalable, user-centric platforms. We operate with a lean, high-trust team and move fast. We are headquartered in Kuala Lumpur with additional presence in Johor Bahru, and our team spans Malaysia, Singapore, and China.

About the role

The Customer Service Operations Support role provides day-to-day operational, administrative, and reporting support to the Customer Service Business Unit Lead and frontline Customer Service team. The role supports team coordination, scheduling, performance monitoring, reporting, escalations, SOPs, and cross-functional communication, helping ensure daily CS operations run smoothly and that the CS Business Unit Lead has accurate, timely information to support operational decisions. You will also support process improvement initiatives by reviewing CS workflows, identifying inefficiencies, and exploring opportunities to improve operations through AI and automation. This is a hands-on support role suited to someone who is organized, analytical, proactive, and comfortable working with both people and operational data.

Key responsibilities

• Support the CS Business Unit Lead with day-to-day Customer Service operations, including shift schedules, team coverage, attendance, and daily workforce coordination.
• Monitor ticket volumes, response times, backlog, AHT, CSAT, SLA performance, and other relevant KPIs.
• Assist with team briefings, onboarding, training, coaching, and performance follow-ups; track outstanding tasks and ensure timely follow-up.
• Prepare daily, weekly, and monthly CS reports, dashboards, and summaries by consolidating performance data across relevant systems.
• Identify trends, performance gaps, and recurring operational issues to support manpower planning and operational decision-making.
• Support handling of escalated or complex customer cases, including account, payment, KYC, complaints, and responsible-gaming matters.
• Escalate sensitive or high-risk cases to the appropriate person or department, ensuring proper documentation and follow-through to resolution.
• Coordinate between Customer Service and Risk, Fraud, Payments, Product, Marketing, and Compliance teams; communicate updates and gather frontline feedback.
• Assist in creating and maintaining CS SOPs, internal guidelines, and knowledge-base content; support quality checks and monitor compliance with company procedures and applicable regulatory requirements.
• Review CS workflows to identify opportunities for AI and automation (e.g. chatbot support, ticket categorisation, automated routing), and support testing and implementation with Product or Technology teams.

About you

• Malaysian citizen based in or able to work in Kuala Lumpur or Johor Bahru, Malaysia.
• 2–4 years of experience in Customer Service, Customer Service Operations, or a related support role.
• Strong spreadsheet and reporting skills, with the ability to consolidate and interpret operational data.
• Experience with ticketing platforms such as Zendesk, Freshdesk, Salesforce, or similar systems.
• Strong communication and coordination skills, with good attention to detail and follow-through.
• Comfortable working in a fast-paced, multi-department environment.
• Open to permanent relocation to Johor Bahru, required by business needs.
• Mandarin (Essential) – able to communicate effectively in spoken Mandarin to support regional customer base.
• English (Required) – good working proficiency in English, both written and spoken.