Mandarin Live Chat Customer Service (WFH)

Company Description Our company is a growing fintech provider focused on delivering secure, user-friendly financial solutions to a diverse customer base. We use technology to make everyday financial transactions more efficient, transparent, and accessible. Our teams collaborate across product, technology, and customer operations to offer reliable digital services and responsive support. Working with us means joining an environment that values integrity, continuous improvement, and dependable customer experiences. We prioritize professional development and inclusive practices to help team members build lasting careers in fintech.

Role Description This is a full-time, on-site Live Chat Customer Service role based in Kuala Lumpur. The role involves responding to customer inquiries via live chat, guiding users through fintech products and services, and resolving account or transaction questions in a timely manner. Responsibilities include clarifying product features, troubleshooting issues, escalating complex cases to relevant departments, and documenting interactions accurately in internal systems. Team members are expected to follow established service procedures, maintain confidentiality and compliance, and provide clear, professional communication at all times. The role also includes collaborating with colleagues to improve workflows and sharing feedback that helps enhance overall customer experience.

Qualifications

• Strong customer-facing skills, including Customer Support and Customer Service capabilities.
• Ability to enhance Customer Experience and support high Customer Satisfaction through attentive, solution-focused interactions.
• Professional communication skills, with good Phone Etiquette and live chat etiquette for digital channels.
• Clear written and spoken communication in English; additional language skills are an advantage.
• Comfort working with web-based tools, CRM systems, and basic fintech or digital banking platforms.
• Ability to multitask, prioritize, and maintain accuracy in a fast-paced environment.
• Willingness to work shifts, weekends, or public holidays as needed to support customer coverage.
• Previous experience in customer service, call centers, or fintech support is preferred but not mandatory.