Customer Service Representative

About the role

As a Customer Service Representative at Smilepayz, you will be connecting our customers to the products and services they need. In this full-time, office-based role in Kuala Lumpur City Centre, you will be responsible for providing customer service and support to ensure our customers have a positive experience with our brand.

What youll be doing

• Responding to inbound customer calls, emails and messages in a timely and efficient manner

• Addressing customer inquiries, feedback and complaints with empathy, professionalism and a solutions-focused approach

• Providing product information and assistance to help customers make informed decisions

• Documenting customer interactions and following up as needed

• Identifying opportunities to improve customer satisfaction and suggesting process improvements

• Maintaining up-to-date knowledge of our products, services, policies and procedures

What were looking for

• Proficiency in Mandarin and with basic proficiency in English, both written and verbal

• Candidates with 1 year of experience in finance, fintech, or internet-related industries are preferred.

• Excellent communication and interpersonal skills, with the ability to listen actively and respond to customer needs

• Strong problem-solving and decision-making skills, with the ability to think on your feet

• A friendly, patient and a genuine passion for delivering outstanding customer experiences

"We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."

工作职责：

• 识别并解决客户合作中的问题，及时提供答复和解决方案，确保出色的用户体验

• 深刻理解客户需求，及时向相关部门传达并推进需求落地，提升客户满意度

• 处理紧急故障事件，制定客户应对策略，与多个部门协同合作，最大限度减少故障对客户的影响

• 定期分析客户账户与市场数据，为客户提供宝贵的业务与市场洞察

• 与商务、产品、技术、财务等部门密切协作，高效推动工作项目的执行与落地

岗位要求：

• 优先考虑能说中文且具备基本英文听说读写能力的候选人

• 1年以上客服相关工作经验，有金融、互联网金融或互联网行业客服经验者优先考虑

• 沟通能力优秀，善于倾听与表达，能够主动发现问题、进行判断并提供解决方案

• 出色的团队协作能力，能够与其他团队紧密配合，确保多线客户项目顺利推进

• 细心谨慎，具备卓越的组织能力

What we offer

At Smilepayz, we are committed to creating a positive and inclusive work environment where our employees can thrive. In addition to a competitive salary, we offer a range of benefits including:

• Generous annual leave and sick leave entitlements

• Opportunities for career development and ongoing training

• Team bonding activities and social events

About usSmilepayz is a leading innovative payment solution to businesses and consumers. Our mission is to make financial transactions seamless, secure and accessible for all. With a dynamic and collaborative team, we are constantly exploring new ways to enhance the customer experience and drive financial inclusion in the communities we serve.

If youre excited to be part of our journey, apply now and lets connect!

Information :

• Company : Smilepayz
• Position : Customer Service Representative
• Location : Kuala Lumpur, Kuala Lumpur
• Country : MY