Customer Success Specialist

This is an exciting opportunity for a Customer Success Specialist at an international Fintech company based in KL with hybrid working arrangement. You will be an essential part of the Group’s customer operations team where your primary responsibilities will include facilitating seamless onboarding processes, addressing and resolving customer support inquiries, and fostering strong relationships with merchants and partners.

What you'll do:

1. Customer & Partner Support

• Serve as the primary point of contact for customer and partner inquiries via email, chat, or ticketing systems.
• Manage and resolve Level 1 and Level 2 support tickets promptly, escalating complex issues to relevant internal teams when necessary.
• Monitor issue resolution progress to ensure compliance with SLAs and internal KPIs.

2. Onboarding Support

• Facilitate the onboarding process for new end-customers, corporate clients, and e-wallet partners.
• Verify documentation, coordinate with internal teams, and ensure all onboarding steps are completed accurately.
• Maintain detailed records of onboarding activities while adhering to internal procedures and compliance standards.

3. Operational Coordination

• Assist with operational tasks such as merchant setup, account maintenance, system configuration updates, and transaction monitoring.
• Collaborate with internal teams (e.g., Product, Finance, Compliance) to address day-to-day operations and resolve partner issues.
• Identify recurring operational challenges and propose solutions to streamline processes and reduce manual efforts.

4. Reporting & Documentation

• Keep documentation up-to-date, including standard operating procedures (SOPs), support workflows, and user guides.
• Contribute to the preparation of weekly and monthly reports on ticket volumes, resolution rates, and overall support performance metrics.

5. Customer Experience Monitoring

• Monitor customer feedback and satisfaction metrics to identify areas for improvement.
• Support initiatives aimed at enhancing customer support processes and improving the overall experience for partners.

What you bring:

• Possess a Diploma or Bachelor's degree in Business, Information Technology, Communications, or a related discipline.
• 1–3 years of relevant experience in customer support, client onboarding, or operations within fintech, technology, or service-oriented industries.
• Previous experience with eWallet platforms (e.g., GrabPay, WeChat Pay, AliPay, ShopeePay) or merchant support roles in financial institutions is highly desirable.
• Excellent communication skills, both verbal and written. Proficiency in English is a must while Mandarin is an advantage.
• Highly detail-oriented, organized, and process-driven, with the ability to effectively manage multiple tasks simultaneously.
• A proactive team player with a positive mindset and eagerness to learn in a fast-paced environment.
• Basic knowledge of digital payments, API integrations, or fintech platforms is an added advantage.
• Familiarity with mobile technologies and e-commerce platforms is preferred.
• Capable of working independently while collaborating efficiently with cross-functional teams.

What's next:

If you're ready to take your career to the next level, apply for this Customer Success Specialist role.

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