Deskripsi Pekerjaan
Are you passionate about the fast-paced world of FinTech and digital payments? Elabram is seeking a highly motivated and detail-oriented L1 Customer Service Agent to join our expanding team in Kuala Lumpur. In this role, you will be the frontline ambassador for a leading digital wallet platform, ensuring that every user receives world-class support.
As a Customer Service Agent, you will bridge the gap between complex payment technology and user experience. Whether it is resolving transaction queries, guiding users through account verification, or troubleshooting technical payment hurdles, you will play a vital role in maintaining trust and platform integrity. We are looking for individuals who thrive in a multi-channel environment, including chat, email, and voice support, while maintaining high accuracy and efficiency.
If you are tech-savvy, possess excellent communication skills, and are looking to build a career with a global industry leader, we want to hear from you!
Tanggung Jawab
- Provide high-quality support to users regarding digital wallet services via phone, live chat, and email.
- Analyze and resolve transaction disputes, login issues, and account verification queries promptly.
- Maintain accurate records of customer interactions and resolutions within our CRM system.
- Escalate complex technical issues to L2 support teams while providing consistent updates to the customer.
- Educate users on platform features, security best practices, and new product updates to enhance customer experience.
- Meet and exceed individual and team KPIs related to response time, resolution quality, and customer satisfaction.
- Collaborate with internal departments to identify recurring user pain points and suggest process improvements.
Kualifikasi
- Diploma or Degree in any related field; fresh graduates are encouraged to apply.
- Minimum 1 year of experience in a customer service, call center, or digital support role.
- Strong command of English (written and spoken); proficiency in additional languages is a plus.
- Demonstrated technical aptitude with digital payment apps, e-wallets, or fintech platforms.
- Excellent interpersonal skills and the ability to remain calm under pressure.
- Ability to work in a rotating shift environment, including weekends and public holidays.
- Highly organized with a keen eye for detail and data integrity.