Customer Service Specialist

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia PhotonPay Full time 30,000 - 45,000 per year

Company & Role Overview

PhotonPay is a leading financial technology platform for modern businesses growing beyond borders. With one of the world's most powerful payments and banking infrastructure, our technology empowers businesses of all sizes to accept payments, move money globally, and simplify their financial operations, all in one single platform. Established in 2015, our mission is to connect entrepreneurs, business builders, makers and creators with opportunities in every corner of the world. Today, PhotonPay has a global footprint across Asia-Pacific, Europe, and North America.

The Customer Service Specialist/Manager role is dedicated to addressing customer inquiries about the company's cross-border payment products, resolving issues encountered during product usage, and facilitating the collection, analysis, and internal feedback of customer needs to drive product optimization. This role also involves managing customer service-related statistics, case summarization, and knowledge base development to enhance overall service quality.

Job Description

  1. Be responsible for answering various customer inquiries about the company's cross-border payment products, resolving problems customers encounter during product usage, and providing customers with optimal usage practices.
  2. Accurately identify and understand customer needs, collect, analyze, and provide internal feedback on customer needs and suggestions, and drive product iteration and optimization.
  3. Conduct work related to customer service, including timeliness statistics of customer service, summarization of customer issues, training improvement, and knowledge base compilation.
  4. Regularly organize and internally share typical customer service cases.

Requirements

  1. Bachelor's degree or above; proficient in using English and Mandarin as daily working languages. At least 1 year of customer service work experience; outstanding fresh graduates are also considered.
  2. Passionate about the cross-border industry or payment industry; candidates with relevant industry experience are preferred for employment.
  3. Excellent communication and expression skills; patient and enthusiastic, able to calmly face and solve various problems raised by customers.
  4. Strong logical thinking ability, learning ability, and execution ability; proactive in work, rigorous and responsible, and committed to fulfilling tasks as required.

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