Specialist Customer Service English

You manage customer inquiries and complaints across email, chat, and voice channels from first contact to resolution. You investigate complex cases, coordinate with Product, Risk, and Compliance, communicate clearly, document cases in the CRM, identify recurring issues, maintain knowledge resources, and meet service KPIs.

Responsibilities

• Manage and resolve customer inquiries and complaints across email, chat, and voice channels
• Investigate complex cases using account data, transaction records, and platform activity
• Coordinate with Product, Risk, and Compliance teams
• Maintain knowledge of products, platform features, policies, and regulatory requirements
• Communicate with customers and internal stakeholders throughout each case
• Identify recurring issue root causes and share findings with team leads and QA
• Document case details in the CRM
• Contribute to knowledge base maintenance
• Meet response time, resolution rate, quality, and customer satisfaction KPIs

Requirements

• Diploma in Finance, Business, or a related discipline
• At least two years of customer service experience with complex case handling
• Proficiency in written and spoken English
• Ability to work independently and prioritize multiple cases
• Strong interpersonal and communication skills
• Sound judgment in non-standard situations
• Proactive learning approach
• Comfort using AI tools for case resolution, summarization, and knowledge retrieval
• Willingness to work rotating shifts, weekends, and public holidays
• Experience with CRM platforms is an advantage
• Cryptocurrency, fintech, or financial services experience is an advantage
• Experience with MS Office, Google Analytics, Lark, or Lark Datawind is an advantage

Benefits

• Competitive remuneration package
• Shift allowance
• KPI allowance
• Yearly bonus
• Meal allowance
• Transportation allowance
• Monthly team building
• RM 3,500 annual training and wellness benefits
• Insurance coverage for employees and dependants
• Employee engagement, recognition and appreciation program