OTC Customer Service Officer

OTC Customer Service Officer

Your New Company

Our client is a global outsourcing and customer experience organisation supporting leading technology and financial services businesses worldwide. With a strong international presence, the organisation delivers customer support and operational solutions across multiple markets while providing employees with structured career development and internal mobility opportunities.

Your New Role

As an Account Specialist, you will be responsible for delivering exceptional support to customers of a global payment platform through multiple communication channels, including phone, email and live chat. You will act as the first point of contact for customer enquiries, ensuring timely issue resolution while maintaining a high standard of service delivery.

Key Responsibilities

• Deliver professional OTC customer support through phone, email and live chat channels.
• Investigate customer enquiries and resolve issues in a timely manner.
• Escalate technical or platform-related issues to the relevant internal teams.
• Manage customer cases in line with established service level agreements (SLAs).
• Maintain accurate records of customer interactions and case updates.
• Collaborate with cross-functional teams to enhance customer experience and operational efficiency.
• Identify opportunities for process improvements and contribute to continuous improvement initiatives.
• Achieve individual and team performance targets while maintaining high customer satisfaction levels.

What You'll Need to Succeed

• Minimum 2 years of experience within a BPO, contact centre, customer service or customer support environment.
• Proven experience handling omnichannel support, including phone, email and live chat.
• Excellent command of English with strong written and verbal communication skills.
• Exposure to financial services, payments, fintech or technology-related environments would be an added advantage.
• Strong problem-solving and analytical abilities with the capability to handle complex customer cases.
• Adaptable and capable of working in a fast-paced, performance-driven environment.
• Comfortable working across different teams and functions based on business requirements.
• Degree qualification is preferred but not mandatory.
• Willingness to work on a 24/7 rotational shift basis, including weekends and public holidays.

What You'll Get in Return

• Competitive salary package with monthly performance incentives.
• Medical and insurance coverage.
• Comprehensive training and development programmes.
• Career progression opportunities within a global organisation.
• Exposure to international customers and operations.
• Modern office environment located in Kuala Lumpur city centre.
• Opportunity to build a long-term career within the customer experience and global operations space.

What You Need to Do Now

If you're interested in this opportunity, click Apply Now to submit your updated CV. Alternatively, if you're looking for a new position within customer service, operations or shared services, please contact us for a confidential discussion about your career.