Customer Service / Account Specialist (e-Payment)

Greetings from IT Business Solutions Malaysia..!

We have multiple opportunity for Customer Service / Account Specialist (e-Payment)  for our client based in KualaLumpur-Malaysia for 1 year (yearly renewable based on project requirements) under the payroll with IT Business Solutions Malaysia.

If you/your friends interested kindly share updated CV to [HIDDEN TEXT] or WhatsApp: +601115489275 with below details:

Full Name (As per IC)

Notice Period:

Current Salary:

Current Location:

Expected Salary:

Are you fine to work in rotational shifts including night shift (5 days working in a week)

Experience in BPO/B2B Support / Customer Service:

Role 1:

Position: Customer Service / Account Specialist (e-Payment) - (Non-User Facing)

Location: Kuala Lumpur, Malaysia.

Shift: Rotational shifts, Including weekends

Requirement: Language

Proficiency: Minimum CEFR C2 mastery level in the required language.

Experience: At least 2 years of experience in a BPO or contact center environment.

Industry Background: Prior experience in the Financial, Banking, or FinTech sector is

highly preferred.

Education: A Bachelor's Degree in any field is required.

Skills: Strong problem-solving skills with the ability to handle high-stress cases and meet demanding targets.

Flexibility: Open to working rotational shifts and transitioning between teams to support business needs.

Requirement:Language

Proficiency: Minimum CEFR C2 mastery level in the required language.

Experience: At least 2 years of experience in a BPO or contact center environment.

IndustryBackground: Prior experience in the Financial, Banking, or FinTech sector ishighly preferred.

Education: ABachelor's Degree in any field is required.

Skills: Strong problem-solving skills with the ability to handle high-stress cases and meet demanding targets.

Flexibility: Open to working #rotational_shifts and transitioning between teams to support business needs.

KeyResponsibilities:

Deliver exceptional support to ePayment users across phone, chat, and email channels.

Investigate and troubleshoot complex user issues, identifying and escalating system bugs for quick resolution.

Advocate for users by sharing feedback, ideas, and system best practices with the broader team.

Update the internal knowledge base when discovering new resolutions or process insights.

Maintain quality standards in alignment with ISO9001 and ISO 18295-1 Quality Management Systems.

Role: 2  

Customer Service e-Payment (Risk Account Specialist) - (User Facing) 

Location: Kuala Lumpur

Salary budget: RM 4000-4500, PRP 1000 * (based on current/last drawn)

Shift: 24/7 , shift rotation, doesn't guarantee that rest days are always weekends.

Requirements:

● Candidates must have language skills at a minimum CEFR C1 mastery level or higher.

● Preferably withexperience in the Financial, Banking, or Fintech industry.

● At least 2 years of experience in the BPO or contact center environment.

● Experience in underwriting, conducting business cash-flow and credit analyses.

● Familiarity with financial reviews for consumer or small business lending or credit.

● Detail-oriented with the ability to identify discrepancies in information from multiple sources.

● A bachelor's degree in any field is required.

● Proven experience in customer-facing roles (e.g., B2B, B2C, or contact centers) with expertise in multi-channel support (email, phone, chat).

● Open to transitioning between teams to support evolving business needs.

● Must be willing to work rotational shifts, including weekends.

Roles and responsibilities

Provision of an excellent support experience to E-payment users via phone, chat, and email

● Always be on the lookout for ways to improve the way we do things

● Verify all required details have been submitted with application for processing.

● Examine and validate the identity of the merchant to ensure the information submitted is valid.

● Perform checks in internal and external databases to verify information provided and confirm supportability of the merchant.

● Identify and document inaccuracies which raise red flags that require intervention and follow up with the merchant.

● Investigate and compare the items sold on the merchant's website to information provided on the Stripe account, such as product description, merchant industry, and charges.

● Identify businesses as supportable, prohibited, or in need of small changes to their business model.

● Advocate for users and pass ideas and best practices on to the rest of the team

● Establish effective working relationships with team members and E-payment users

● Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization.