Description
Who We Are
About The Opportunity
What You’ll Be Doing
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Manage and resolve customer inquiries and complaints across email, chat, and voice channels, ensuring cases are handled completely and accurately from first contact to closure.
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Investigate complex cases that require cross-referencing account data, transaction records, or platform activity to reach an accurate and well-reasoned resolution.
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Coordinate with internal teams including Product, Risk, and Compliance when resolution requires cross-functional input or approval.
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Maintain up-to-date, comprehensive knowledge of company products, platform features, policies, and applicable regulatory requirements.
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Communicate clearly and professionally with customers and internal stakeholders throughout the case lifecycle.
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Identify root causes of recurring issues and surface findings to team leads and QA to strengthen processes and prevent recurrence.
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Document case details accurately in the CRM and contribute to knowledge base maintenance.
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Meet individual KPIs including response time, resolution rate, quality scores, and customer satisfaction targets.
What We Look For In You
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Diploma in Finance, Business, or a related discipline.
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Minimum 2 years of experience in a customer service role, with exposure to complex case handling.
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Proficient in written and spoken English. Additional language proficiency is an advantage.
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Able to work independently, manage multiple open cases simultaneously, and prioritise effectively under pressure.
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Strong interpersonal and communication skills — able to manage difficult customer interactions calmly and reach constructive outcomes.
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Applies sound judgment in non-standard situations; able to assess context, identify the core issue, and determine the most appropriate resolution path.
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Demonstrates a proactive approach to learning — stays current with product and process updates and applies them immediately in day-to-day work.
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Comfortable using AI tools to support case resolution, summarisation, and knowledge retrieval.
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Willing to work rotating shifts, including weekends and public holidays, to support round-the-clock operations.
Nice-To-Haves
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Experience using CRM platforms in a customer service environment.
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Background in cryptocurrency, fintech, or financial services — familiarity with the risk and compliance landscape is an advantage.
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Experience working with global or cross-timezone teams.
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Familiarity with productivity and reporting tools such as MS Office, Google Analytics, Lark, or Lark Datawind.
Perks & Benefits
- Competitive remuneration package (Basic Salary + Shift Allowance + KPI Allowance + Yearly Bonus)
- Meal allowance
- Transportation allowance (T&C apply)
- Monthly team building
- RM 3,500 training & wellness benefits per annum
- Convenient workplace (5 minutes walk from MRT TRX)
- Insurance coverage for employees & dependants
- Excellent prospects for growth and promotion
- Employee engagement, recognition and appreciation program
- Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations
#LI-Onsite #LI-JC3
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