Explore
CS Operations Associate
NEW49, Jalan Dungun, Bukit Damansara, ...Full-timeGlobal
š Juniorš On-site
ActivePosted within the last 30 days
Job Description
[AI-summarized by JobStash]
You will handle frontline customer inquiries via phone, email and live chat in English and Bahasa Malaysia. You will diagnose and troubleshoot account and transaction issues, follow up to ensure resolution, and escalate complex cases when needed. You will maintain detailed records, update customer accounts and KYC information, investigate transaction failures or account flags, and ensure compliance. You will identify process gaps and automation opportunities, help build support playbooks and contribute to chatbot or workflow design. You will participate in training on fincrime typologies, payment flows and product updates to continuously improve your specialist knowledge.
Requirements
- āWritten and spoken proficiency in English and Bahasa Malaysia
- āSPM Diploma or Bachelor's degree in Business Management Finance Hospitality or related field
- āFresh graduates encouraged or 1-3 years experience in Customer Support Banking or Operations
- āFamiliarity with customer support software such as Zendesk or Intercom
- āCuriosity for fintech and willingness to learn fincrime and payment flows
- āAbility to work independently and solve problems
Responsibilities
- āRespond promptly and professionally to customer inquiries via phone email and live chat
- āDiagnose and troubleshoot customer problems and resolve complaints
- āFollow up with customers to ensure issues are fully resolved
- āInvestigate transaction failures and account flags and escalate when necessary
- āMaintain detailed records of customer interactions transactions inquiries and resolutions
- āUpdate customer accounts and ensure KYC and profile information is accurate and compliant
- āIdentify process gaps and help build support playbooks and FAQs
- āIdentify automation and chatbot opportunities to improve workflows
- āParticipate in training on fincrime payment flows and product updates
Tech Stack
phonetransaction investigationemailcustomer supportinvestigationKYCFinCrimeIntercompaymentsautomationproject:Hata