Customer Success Specialist

This role offers you the chance to immerse yourself in a collaborative, hybrid working environment that values your growth, encourages knowledge sharing, and supports your professional development. You will play a pivotal part in ensuring seamless onboarding, providing exceptional front-line support, and nurturing positive relationships with merchants and partners.

What you'll do:

As a Customer Success Specialist based in Kuala Lumpur, you will be instrumental in supporting customer operations by facilitating smooth onboarding processes for new clients and partners while providing responsive front-line support. Your day-to-day responsibilities will involve managing inquiries through various communication channels, resolving support tickets efficiently, maintaining accurate records of onboarding activities, and collaborating with multiple departments to address operational needs. You will also play an important role in monitoring customer feedback, updating procedural documentation, assisting with regular reporting tasks, and contributing ideas for process improvement. Your commitment to delivering high-quality service will directly impact customer satisfaction ratings and help drive the continued success of the organisation’s cross-border payment solutions.

• Serve as the primary point of contact for customer and partner inquiries through email, chat, or ticketing systems, ensuring every interaction is handled with care and professionalism.
• Log, categorise, and resolve Level 1 and Level 2 support tickets promptly while escalating more complex issues to relevant internal teams for swift resolution.
• Track the progress of issue resolution diligently to ensure strict adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Assist in the seamless onboarding of new end-customers, corporate clients, and e-wallet partners by preparing documentation, coordinating with internal teams, and verifying compliance with procedures.
• Maintain comprehensive records of onboarding activities to guarantee accuracy and regulatory compliance throughout the process.
• Support operational tasks such as merchant setup, account maintenance, system configuration updates, and transaction monitoring to facilitate smooth day-to-day operations.
• Collaborate closely with cross-functional teams including Product, Finance, and Compliance to troubleshoot partner issues effectively and enhance operational efficiency.
• Monitor recurring operational challenges proactively and suggest improvements aimed at reducing friction and manual workload for both customers and internal teams.
• Keep documentation on standard operating procedures (SOPs), support workflows, and user guides up-to-date to ensure consistency in service delivery.
• Assist in generating detailed weekly and monthly reports on ticket volume, resolution rates, and overall support performance metrics for management review.

What you bring:

To excel as a Customer Success Specialist in this organisation’s vibrant team environment, your background should reflect proven experience in customer-facing roles where attention to detail and responsiveness were paramount. Your educational achievements demonstrate your commitment to learning while your hands-on involvement in fintech or technology sectors showcases your ability to adapt quickly. You bring not only technical know-how but also strong interpersonal skills that enable you to build trustful relationships with customers and colleagues alike. Your methodical approach ensures compliance with established procedures while your enthusiasm for acquiring new knowledge keeps you ahead of industry trends. By combining effective communication with organisational prowess and a genuine passion for helping others succeed, you will thrive in this multifaceted position.

• A diploma or bachelor's degree in Business, Information Technology, Communications or a related field provides a solid foundation for this position.
• Between one to three years of experience in customer support, client onboarding or operations within fintech, technology or other service-driven industries equips you with practical insights into best practices.
• Previous exposure to eWallets such as GrabPay, WeChat Pay, AliPay or ShopeePay or experience supporting merchants within financial institutions is highly valued for this role.
• Excellent communication skills are essential; proficiency in both spoken and written English enables you to interact effectively with diverse stakeholders.
• A detail-oriented approach ensures accuracy when handling documentation while being process-driven helps maintain consistency across tasks.
• Strong organisational abilities allow you to manage multiple priorities simultaneously without compromising quality or deadlines.
• A proactive attitude combined with a willingness to learn fosters adaptability within a dynamic work environment focused on continuous improvement.
• Team spirit is crucial; being able to collaborate harmoniously within cross-functional groups enhances collective problem-solving capabilities.
• Basic understanding of digital payments systems, API integrations or fintech platforms gives you an advantage when navigating technical aspects of the role.
• Familiarity with mobile technologies or e-commerce platforms further strengthens your ability to support customers using modern payment solutions.

What sets this company apart:

This organisation stands out as a leading force in Asia’s digital payments landscape by connecting businesses and individuals through secure cross-border transactions. With its regional payment network enabling QR-based services for e-wallet operators, banks and merchants—and its robust platform supporting corporate payments—employees benefit from direct involvement in shaping next-generation financial solutions. The company’s culture is rooted in collaboration: team members work together openly across departments to solve real-world challenges while sharing knowledge generously. Flexible hybrid working arrangements promote work-life balance without sacrificing professional growth. Employees are encouraged to broaden their perspectives through ongoing training opportunities that foster both personal development and career advancement. Above all else, the company’s commitment to efficiency, security and convenience ensures that every team member contributes meaningfully toward making financial services more accessible throughout Asia.

What's next:

If you are ready to take the next step towards an enriching career where your contributions truly matter—this is your moment!

Apply today by clicking on the link provided—your journey towards making an impact in digital payments starts here.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C