Senior Customer Service Agent (Bi-lingual: English and Mandarin)
(e-commerce, digital coupons, or digital entertainment)
Location: Kuala Lumpur, Malaysia (on-site, with multi-shift schedule)
Pay Rate: Up to MYR 5,800 per month (as per skill-set and experience)
Contract Type: 1-Year Contract (with potential for extension)
About the Role
We are seeking a Senior Customer Service Agent to play a critical role in managing escalations, driving process improvements, and mentoring frontline teams. This role sits within a dynamic, high-performing environment and offers exposure to compliance, payments, and SaaS operations. You will work across multiple stakeholders to deliver exceptional customer experiences and contribute directly to operational excellence.
Key Responsibilities
- Manage end-to-end resolution of high-priority escalations, including regulatory and recurring user issues.
- Identify root causes of repetitive problems and implement long-term solutions to reduce ticket volumes.
- Escalate potential legal or PR risks proactively and recommend timely resolutions.
- Develop best practices and training materials to enhance service workflows.
- Coach and mentor frontline teams, improving service quality with data-driven insights.
- Track and analyze key service metrics (CSAT, SLA) to drive process and performance improvements.
Skills & Experience
Essential:
- Minimum 2 years experience as an L2 agent (or equivalent) in customer service within e-commerce, digital coupons, or digital entertainment industries.
- Fluency in English and Mandarin (written and spoken).
- Strong problem-solving skills and ownership mindset.
- Data analysis skills to identify trends and optimize processes.
- Hands-on experience with cross-functional initiatives (CRM enhancement, CSAT/SLA programs).
- Familiarity with CRM platforms such as Salesforce or Zendesk.
- Team-oriented, resilient, and adaptable in a fast-paced environment.
Nice to Have:
- Proficiency in additional languages.
- Leadership or coaching experience.
Why Join Us / Whats on Offer
- Competitive pay up to MYR 5,800 per month.
- Variable annual performance bonus.
- Exposure to a global fintech product with real-world impact.
- Opportunity to work in a high-growth, high-performing team environment.
- Professional development through coaching, mentoring, and cross-functional initiatives.
If you are passionate about delivering exceptional customer service and thrive in a fast-paced, dynamic environment, wed love to hear from you. Click Apply Now to submit your application and take the next step in your career as a Senior Customer Service Agent.
