Merchant Operations Assistant

About us:

We are Flexhive, part of the Hudson Group. We are the largest privately-owned recruitment and staffing company in the APAC region, with over 40 years of experience in discovering top talent for organisations and helping people realise their career potential.

Our Flexremote business is recruiting for roles based in Malasia for one of our top Clients. You will be working directly for our client but will also join a rapidly growing community of more than 100 professionals across SE Asia with Flexremote.

Benefits:

Transportation allowance

Variable annual performance bonus

Weekend rest days

Not required to work on public holidays

About our client:

Our client is based in Kuala Lumpur, Malaysia. They are driving innovation in the fintech space with a fast-growing product that creates a global impact for merchants. Their work offers the opportunity to gain hands-on experience across end-to-end merchant support and operations, while building expertise in cross-border payments and e-commerce platforms.

About the role:

The Operations Assistant is responsible for managing the onboarding and operational support of new merchants, ensuring smooth activation and compliance with KYC standards. This role involves coordinating with internal teams and external payment partners, maintaining accurate process documentation, and tracking onboarding progress across systems. Candidates must be detail-oriented, fluent in English and Cantonese, and skilled in administrative, analytical, and communication tools to support high-volume onboarding in a fast-paced environment.

Roles and Responsibilities:

• Merchant Onboarding Support:
• Assist merchants in preparing and submitting required KYC documentation and system configurations to activate Antom-EPOS and integrated payment channels.
• Coordinate with internal teams (e.g., Risk, Compliance, IT) and external partners (e.g., payment gateways) to resolve activation bottlenecks.
• Process Documentation & Optimization:
• Develop and maintain SOPs for merchant onboarding workflows, including system setup, document verification, and troubleshooting.
• Identify inefficiencies in current processes and propose actionable improvements.
• Data & Communication Management:
• Track and update merchant onboarding progress in shared systems (e.g., CRM, internal dashboards).
• Serve as a primary point of contact for merchants, responding to queries in English and Cantonese via email/system tickets.
• Compliance & Reporting:
• Ensure adherence to regional KYC/AML regulations and internal compliance guidelines during onboarding.
• Generate weekly/monthly reports on onboarding metrics (e.g., activation rates, bottlenecks).
• Cross-Team Collaboration:
• Partner with the Merchant Success and Product teams to address technical or operational challenges.

About you:

Were looking for a detail-oriented and proactive individual fluent in English and Cantonese, with strong organizational and communication skills. The ideal candidate thrives in fast-paced environments, ensures compliance, and delivers efficient support for high-volume merchant onboarding.

Requirements:

• Education: Bachelors degree in Business Administration, Commerce, or related field.
• Experience: Minimum 1 year of experience in operations, customer support, or compliance roles, preferably in a fintech, e-commerce, or global BPO environment.
• Language Skills
• Mandatory: Fluency in English (written/verbal) and Cantonese (spoken/reading).
• Preferred: Basic Mandarin for internal communication.
• Technical Skills:
• Proficiency in Microsoft Office Suite (Excel: advanced formulas, pivot tables; Word/PPT for reporting/SOPs).
• Familiarity with CRM tools (e.g., Salesforce, Zendesk) or project management platforms (e.g., Jira, Asana).
• Experience with EPOS systems or payment gateway integrations is a plus.
• Soft Skills
• Strong organizational and multitasking abilities to handle high-volume onboarding.
• Excellent written and verbal communication skills for cross-cultural interactions.
• Proactive problem-solving mindset with attention to detail.
• Ability to prioritize tasks and meet tight deadlines in a fast-paced environment.