Job Title: Customer Service Specialist
Location: Onsite, KL Office
Schedule: Shifting Schedule, 5 days work week
Industry: Fintech / Payment Solutions
About Paynex:
Paynex is a next-generation global payment gateway and virtual account provider, offering seamless and secure solutions for cross-border payments, digital asset management, and localized financial operations. We support businesses and individuals in simplifying financial transactions across the globe through advanced technology and local compliance.
Job Overview:
We are looking for a Customer Service Specialist to join our growing team in Kuala Lumpur. In this role, you will serve as the first point of contact for our customers, ensuring they receive timely, professional, and effective assistance regarding our services. The ideal candidate has prior experience in a similar role in the banking or fintech industry, with strong communication skills and the ability to handle inquiries in Mandarin and English.
Key Responsibilities:
- Respond promptly to customer inquiries via live chat, email, or phone
- Assist users in understanding and navigating Paynex products and services
- Identify and escalate issues to relevant departments when necessary
- Resolve product or service problems by clarifying the customer's complaint and determining the cause
- Track, follow up, and ensure proper resolution of customer support tickets
- Document customer interactions and feedback in the internal system
- Contribute to improving customer satisfaction and service procedures
- Maintain a high level of professionalism and empathy in all interactions
- Work collaboratively with compliance, operations, and technical teams
Qualifications:
- At least 1–3 years of experience in customer support, preferably from banking, fintech, or financial services
- Strong proficiency in Mandarin and English (spoken and written)
- Excellent communication and interpersonal skills
- Ability to multitask and remain calm under pressure in a fast-paced environment
- Strong problem-solving skills and attention to detail
- Basic understanding of digital payments or financial transactions is a plus
- Willingness to work on a shifting schedule (weekends and holidays may be required)
Preferred but Not Required
- Experience with payment gateways, e-wallets, or digital banking platforms
- Familiarity with CRM tools (e.g., Zendesk, Freshdesk, etc.)
- Knowledge of compliance/AML processes
Job Type: Full-time
Pay: RM3,500.00 - RM4,500.00 per month
Language:
- Mandarin (Required)
