Customer Success Specialist

A leading cross-border payment institution is seeking a Customer Success Specialist to join their team in Kuala Lumpur. This is an exceptional opportunity for you to immerse yourself in the world of fintech, supporting innovative payment solutions that empower businesses and individuals across Asia.

As part of a collaborative and adaptive team, you will play a pivotal role in ensuring seamless onboarding, providing front-line support, and nurturing positive relationships with merchants and partners.

• Join a forward-thinking fintech company at the forefront of cross-border payment innovation, where your contributions directly impact the efficiency and security of financial transactions across Asia.
• Benefit from flexible hybrid working arrangements that promote work-life balance while allowing you to collaborate closely with knowledgeable colleagues who value teamwork and shared success.
• Enjoy continuous learning opportunities as you develop new skills, broaden your perspective on the financial industry, and play a key role in shaping seamless customer journeys for both consumers and corporate clients.

What you'll do:

As a Customer Success Specialist based in Kuala Lumpur, you will be instrumental in delivering an outstanding experience for customers and partners engaging with cutting-edge payment solutions.

• Serve as the first point of contact for customer and partner inquiries through email, chat, or ticketing systems, ensuring all communications are 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 to guarantee adherence to service level agreements (SLAs) and internal key performance indicators (KPIs), maintaining high standards of service delivery.
• Assist with onboarding processes for new end-customers, corporate clients, and e-wallet partners by preparing documentation, coordinating with internal stakeholders, and verifying compliance with procedures.
• Maintain accurate records of onboarding activities to ensure all steps are completed efficiently and in line with regulatory requirements.
• Support operational tasks such as merchant setup, account maintenance, system configuration updates, and transaction monitoring to facilitate smooth business operations.
• Collaborate with internal teams including Product, Finance, and Compliance departments to troubleshoot partner issues and support day-to-day operational needs.
• Monitor recurring operational challenges and proactively suggest improvements aimed at reducing friction points and minimising manual interventions.
• Keep documentation up-to-date by maintaining standard operating procedures (SOPs), support workflows, user guides, and generating regular reports on ticket volume and resolution rates.
• Track customer feedback and satisfaction metrics while supporting initiatives designed to enhance customer support processes and overall partner experience.

What you bring:

To thrive as a Customer Success Specialist in this organisation’s fast-evolving environment, your background should reflect hands-on experience supporting customers or partners within technology-driven sectors—ideally fintech or financial services.

• Diploma or Bachelor's degree in Business, Information Technology, Communications or a related field is required for this position.
• Between one to three years of relevant experience in customer support, client onboarding or operations within fintech, technology or service-driven industries will enable you to excel.
• Previous exposure to eWallet platforms such as GrabPay, WeChat Pay, AliPay or ShopeePay or experience in merchant support roles within financial institutions is highly preferred.
• Excellent communication abilities are essential; proficiency in both spoken and written English ensures clear interactions with diverse stakeholders.
• A keen eye for detail combined with strong organisational skills allows you to manage multiple tasks effectively without compromising quality.
• A proactive approach paired with a positive attitude fosters collaboration within dynamic environments where adaptability is crucial.
• Basic understanding of digital payments ecosystems including API integrations or familiarity with fintech platforms provides an added advantage.
• Experience working independently while contributing positively within cross-functional teams demonstrates your dependability.
• Familiarity with mobile technologies or e-commerce platforms supports your ability to navigate modern payment landscapes.

What sets this company apart:

This organisation stands out as a major player in the Asian fintech landscape by offering secure cross-border payment solutions tailored for both consumers and businesses. Their commitment to empowering clients through smart technology is matched by their dedication to fostering an inclusive workplace culture built on collaboration and mutual respect. Employees benefit from flexible hybrid working arrangements that encourage work-life harmony without sacrificing opportunities for professional growth.

What's next:

If you are ready to take the next step in your career by joining a supportive team dedicated to transforming digital payments across Asia, this is your moment!

Apply today by clicking on the link provided—your future in fintech awaits!

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