Customer Service Executive

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Bit By Bit Sdn Bhd Full time 40,000 - 60,000 per year

Job Title:

Customer Service Executive

Department:

Operations / Customer Experience

Reports To:

Customer Service Manager / Operations Lead

Job Summary:

The
Customer Service Executive
is responsible for providing prompt, professional, and efficient support to users, agents, and partners.

This role ensures customer satisfaction by responding to inquiries, resolving issues, verifying transactions, and escalating technical or financial cases to relevant departments.

The ideal candidate should be detail-oriented, trustworthy, and capable of handling sensitive financial and transaction data with discretion.

Key Responsibilities:
1. Customer Support & Communication

  • Handle incoming customer inquiries.
  • Provide accurate and timely information regarding account status, transactions, payments, deposits, and withdrawals.
  • Guide users through system features and basic troubleshooting.
  • Maintain a professional, polite, and helpful attitude in all customer communications.

2. Transaction Monitoring & Verification

  • Verify customer transactions (deposits, withdrawals, top-ups, payments) against system records.
  • Ensure successful transaction completion and flag any anomalies or mismatched records.
  • Check and reconcile transaction logs accurately.
  • Escalate failed or suspicious transactions to the compliance or finance team.

3. Issue Resolution

  • Log all reported issues in the internal ticketing system (e.g., ClickUp).
  • Follow up on pending issues and ensure timely resolution according to SLA.
  • Collaborate with the technical and finance teams for transaction or system-related matters.
  • Keep customers informed of investigation progress and outcomes until closure.

4. Record Keeping & Reporting

  • Maintain accurate logs of all customer interactions and resolutions.
  • Prepare daily transaction summary and performance reports.
  • Identify and report recurring issues or customer feedback for process improvement.

5. Compliance & Quality Assurance

  • Adhere to company SOPs, compliance, and data protection policies.
  • Ensure all customer data and transaction information remain strictly confidential.
  • Perform QA checks on transaction records before approval or escalation.
  • Participate in internal audits and support compliance reviews when required.

Key Performance Indicators (KPIs):

  • Average response time and issue resolution time.
  • Customer satisfaction rate (CSAT).
  • Number of verified and reconciled transactions daily.
  • Error rate or number of unresolved escalations.
  • Adherence to communication and compliance SOPs.

Requirements:
Education & Experience

  • 1–3 years of experience in customer service preferred.
  • Experience in handling payment or transaction systems is an advantage.

Skills & Attributes

  • Strong communication and interpersonal skills.
  • Detail-oriented, analytical, and trustworthy with financial data.
  • Able to multitask in a fast-paced environment.
  • Proficient with MS Excel, CRM tools, or transaction dashboards.
  • Willing to work shifts, weekends, or public holidays (if 24/7 support).
  • Bilingual ability (English, Chinese) preferred.

Work Schedule:

  • Rotational shifts (Morning / Night)
  • 6 days per week

Work Location:

  • HQ Office / Remote Support Center

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