Deskripsi Pekerjaan
Are you passionate about fintech and providing world-class support? WorkerzDirect Sdn Bhd is looking for a dynamic and empathetic Bilingual Customer Service Specialist to join our expanding team in Bangsar South. In this role, you will be the voice of our leading e-Wallet platform, ensuring every user experience is seamless, secure, and fully compliant with Bank Negara Malaysia (BNM) guidelines.
We pride ourselves on a culture of fairness and empathy. As a Customer Service Specialist, you will handle diverse inquiries, troubleshoot payment issues, and provide timely resolutions that build long-term trust with our users. If you are a problem-solver with excellent communication skills and a desire to grow your career in the booming digital finance sector, we want to hear from you!
Tanggung Jawab
- Provide high-quality support via chat, email, and phone to e-Wallet users.
- Ensure all interactions adhere strictly to BNM-compliant financial regulations and internal security policies.
- Resolve customer inquiries regarding account verification, transaction disputes, and platform features with empathy and speed.
- Collaborate with cross-functional teams to escalate complex technical issues and provide feedback for product improvement.
- Maintain accurate and detailed case logs in the CRM system to track resolution progress.
- Educate users on platform security best practices and promote new features effectively.
- Participate in ongoing training to stay updated on fintech trends and company policies.
Kualifikasi
- Minimum of a Diploma or Degree in any field.
- Bilingual proficiency (English and Bahasa Malaysia) is essential; fluency in Mandarin is a strong advantage.
- At least 1-2 years of experience in customer service, call center, or help desk environments (Fintech experience is a plus).
- Strong emotional intelligence and the ability to handle difficult conversations with professionalism.
- High level of integrity and comfort working with sensitive customer data.
- Proficient in standard office software and ticketing platforms.
- Ability to work on a rotational shift basis, including weekends and public holidays.