Our client is a fast-growing FinTech start-up established in 2021, dedicated to reshaping access to funding through its peer-to-peer (P2P) financing platform. As the business expands, they are seeking a proactive, customer-focused, and service-oriented professional to join their team.
Position : Customer Service Officer
Location : Damansara Intan, Petaling Jaya
Reports to : Head of Customer Service
As a Customer Service Officer, you will be the primary contact for platform users—both investors and issuers. You'll play a key role in ensuring users have a seamless experience by addressing inquiries, resolving issues, and providing guidance with professionalism. This role requires empathy, patience, and strong problem-solving skills while representing the company's brand and values.
Key Responsibilities
Customer Support & Issue Resolution
- Act as the first point of contact for users, handling inquiries, requests, and issues across email, chat, and phone.
- Provide clear, accurate, and timely responses to customers.
- Troubleshoot problems, take ownership of cases, and ensure effective resolution.
- Work with internal teams (operations, technical, etc.) to address complex issues.
Relationship Management & Customer Satisfaction
Build and maintain positive relationships with users by understanding their needs.Promote a customer-first approach through active listening and empathetic support.Communicate proactively to provide updates, collect feedback, and ensure satisfaction.Identify areas for service improvement and share insights with management.Product Knowledge & User Guidance
Develop a strong understanding of the platform's services, features, and policies.Stay updated on product updates and communicate changes effectively to users.Guide customers on how to use the platform effectively to maximize their experience.Share user feedback with the product team to help enhance features and usability.Complaint Handling & Conflict Resolution
Manage complaints with professionalism and empathy.Investigate issues, identify root causes, and recommend effective solutions.Escalate unresolved cases to relevant teams and follow up for resolution.Keep detailed records of interactions, complaints, and solutions.Reporting & Documentation
Accurately record all customer interactions in the support system.Provide regular reports on customer trends, feedback, and recurring issues.Recommend improvements to prevent repeat issues and improve service delivery.Continuous Learning
Keep up with customer service best practices, industry updates, and technology trends.Attend training to enhance service skills and product knowledge.Contribute insights and ideas during team discussions to improve overall support.Requirements
Diploma or higher qualification; Bachelor's degree in Business or related field preferred.At least 3 years' experience in customer service, ideally in financial services or technology.Strong communication skills (written & verbal) with a clear, professional manner.Customer-focused mindset with empathy and patience in handling concerns.Good problem-solving and analytical abilities.Ability to manage multiple tasks, priorities, and work under pressure.Detail-oriented with accurate documentation skills.Team player with strong collaboration skills.Flexible and adaptable to business needs.Knowledge of P2P financing or fintech platforms is an added advantage.Remuneration packages :
Basic : RM3000 to RM5000
EPF, SOCSO, EIS
Benefits : Bonus (discretionary)
Working Days : Mon – Friday
Working Hours : 9.00am - 5.30pm
Job Types : Full-time, Permanent
Pay : RM4, RM5,000.00 per month
Benefits :
Opportunities for promotionProfessional developmentApplication Question(s) :
What is your salary expectation?Experience :
Customer service : 1 year (Preferred)Language :
Mandarin (Preferred)Work Location : In person
