What you'll be doing
-Respond to customer inquiries via email, chat or ticketing system in a timely and professional manner.
-Assist customers with a wide range of enquiries, including account management, product information, and complaint resolution.
-Serve as the first point of contact for customer inquiries related to BO software functionalities and issues.
-Troubleshoot user issues and escalate complex problems to technical teams when necessary.
-Log, track, and manage support tickets to ensure resolution within agreed SLAs.
-Assist clients with system navigation, feature explanation, and minor configuration support.
-Work closely with AM(Account Manager) and BD (Business Development) teams to follow up on bugs, enhancement requests, or service outages.
-Collect customer feedback and provide insights to the product and operations team for continuous improvement.

What we're looking for
-At least 1 year of experience in a customer service or software/IT support.
Basic understanding of back office systems or workflow tools is an advantage (e.g., admin panels, CRM, risk or -payment dashboards).
-Familiarity with fintech, or SaaS platforms.
-Flexibility to work 24/7 shifts and weekends.
-Strong problem-solving and critical thinking skills to effectively handle a variety of customer inquiries
-Proficiency in Microsoft Office suite and familiarity with customer relationship management (CRM) software
-Able to multitask and manage priorities in a fast-paced environment.
-Ability to work independently and as part of a team in a fast-paced environment.
-Proficient in English and Mandarin , additional languages are an advantage.
-Kuala Lumpur & Selangor areas are preferred.
-Candidates fluent in mandarin are preferred as the role requires the candidate to deal with mandarin speaking clients.