Customer Experience

1 week ago

Petaling Jaya, Malaysia Polymorph Psynergy Full time

Our client is a dynamic and fast-growing **FinTech start-up (established in 2021)**, disrupting traditional financing with an innovative **peer-to-peer (P2P) financing platform**. As they scale up operations, they seek a dedicated and versatile talent to drive **both exceptional customer experiences and robust operational processes**.

**Position Overview**:
The **Customer & Operations Specialist** will play a **dual-role**, contributing equally to the **customer service function and the operational efficiency** of the platform. You will ensure seamless user experiences for both investors and issuers while maintaining high operational standards through collaboration with internal and external stakeholders. Reporting to the **Head of Customer Service & Operations**, this role is ideal for someone who thrives on solving problems, enhancing processes, and building strong user relationships in a fast-paced fintech environment.

**Key Responsibilities:Customer Service Responsibilities (50%)**
- Address customer inquiries, troubleshoot issues, and ensure **timely resolution**.
- Build and maintain **positive, long-term relationships** with platform users.
- Educate customers on the platform’s services, policies, and features.
- Capture customer feedback and trends to drive continuous improvement in user experience.
- Manage complaints professionally and escalate complex cases appropriately.

**Operations Responsibilities (50%)**
- Execute daily operational tasks**:transactions processing, user onboarding, and account management**.
- Ensure **workflow accuracy, efficiency, and regulatory compliance**.
- Coordinate with internal teams (Finance, Compliance, Tech) and third-party service providers (payment gateways, etc.).
- Support reporting activities: data management, KPI tracking, and preparation of reports.
- Assist with **audits, compliance matters (e.g., Securities Commission)**, and policy updates.
- Contribute to **process improvement initiatives** and SOP documentation.

**Requirements**:

- **Diploma / Degree** in Business, Finance, or related fields.
- **2-3 years’ experience** in both **customer service and operations**, ideally within fintech, P2P financing, or financial services.
- Strong interpersonal skills with a **service-first mindset**.
- Analytical, detail-oriented, and highly organized.
- Confident working across departments to resolve issues and optimize processes.
- Familiar with compliance obligations in financial services is advantageous.
- Proficiency in CRM tools, Microsoft Office, and operations software.
- Strong communication skills in **written and spoken English and spoken Mandarin**.

**Remuneration Package**:

- **Basic Salary**: Up to **RM6,500**:

- **EPF, SOCSO, EIS**:

- **Discretionary Bonus**:

- **Working Hours**: Monday - Friday, 9.00am - 5.30pm
- **Type**: Full-Time, Permanent | Onsite | High-Growth Start-up

**Job Types**: Full-time, Permanent

Pay: RM5,000.00 - RM6,500.00 per month

**Benefits**:

- Professional development

Schedule:

- Monday to Friday

Supplemental Pay:

- Performance bonus

**Experience**:

- Customer Service & Operations (FinTech or financial services : 2 years (required)

**Language**:

- Mandarin (required)

Work Location: In person

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