Senior Customer Service Officer

Senior Customer Service Agent (Bi-lingual : English and Mandarin)

(e-commerce, digital coupons, or digital entertainment)

Location :

Kuala Lumpur, Malaysia (on-site, with multi-shift schedule)

Pay Rate :

Up to MYR 5,800 per month (as per skill-set and experience)

Contract Type :

1-Year Contract (with potential for extension)

About the Role

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

Essential :

e-commerce, digital coupons, or digital entertainment

industries.

English and Mandarin

(written and spoken).

CRM platforms

such as Salesforce or Zendesk.

Nice to Have :

Why Join Us / What's on Offer

global fintech product

with real-world impact.

If you are passionate about delivering exceptional customer service and thrive in a fast-paced, dynamic environment, we'd love to hear from you. Click

Apply Now

to submit your application and take the next step in your career as a Senior Customer Service Agent.