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Senior Customer Service Officer
HudsonKuala Lumpur, Kuala Lumpur, Malaysia22 days ago
Job descriptionMinimum 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. Proficiency in additional languages. Leadership or coaching experience. 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.
Overview
Senior Customer Service Agent (Bi-lingual : English and Mandarin) – Location : Kuala Lumpur, Malaysia (on-site, with multi-shift schedule). Contract Type : 1-Year Contract (with potential for extension).
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
Nice to Have
Why Join Us / What’s on Offer
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Customer Service Officer • Kuala Lumpur, Kuala Lumpur, Malaysia
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