Customer Service 客服人员

About Us
Jayapay is a global payment gateway provider enabling businesses to scale seamlessly across borders through localized, secure, and high-performance payment solutions.

With coverage across multiple high-growth markets, Jayapay supports a wide range of local payment methods including QR payments, e-wallets, bank transfers, and card networks, allowing merchants to deliver frictionless checkout experiences tailored to each region. Powered by robust APIs, real-time analytics, and bank-level security standards, we help businesses optimize transactions, improve conversion rates, and operate with confidence at scale.

At Jayapay, we operate with speed, ownership, and ambition.

What We Offer
-Competitive base salary
-Miscellaneous allowances
-Attendance incentives to reward commitment
-Monthly KPI Bonus (Team Lead Role)
-12 days annual leave + all public holidays (approx. 30 paid days off annually)
-Complimentary snacks and beverages

Job Responsibilities
1. Customer Support

Handle daily customer inquiries and provide timely, professional assistance (including system usage, account-related matters, transaction processes, etc.).

Respond to clients via phone calls, WhatsApp, Telegram, and other communication channels.

Follow up on complaints and operational issues, coordinating with internal departments to ensure proper resolution and closure.

Maintain high levels of customer satisfaction and long-term client relationships.

2. Merchant Operations

Manage and maintain daily operational relationships with assigned merchants.

Assist merchants with system onboarding, basic training, and go-live support.

Monitor merchant transaction performance and usage activity; prepare simple reports where necessary.

Support initiatives to improve merchant engagement, transaction volume, and retention.

3. Internal Coordination

Work closely with Risk, Tech, and Finance teams to resolve operational matters efficiently.

Record and document customer cases properly to enhance internal SOPs and knowledge base.

Contribute to process improvements to enhance overall service quality and operational efficiency.



Requirements
Must Have:

-Prior experience in customer service or client support roles

-Strong communication and service mindset

-Able to work in a fast-paced environment

-Willing to work on shift schedules (including weekends/public holidays if required)

-Able to work fully on-site (Bukit Bintang)

Good to have:

-Experience in fintech, payment gateway, or Forex companies

-Merchant support or client operations experience

-Proven experience in team leadership (candidates may be considered for a Team Lead role)

Additional Information
Location: Bukit Bintang, Kuala Lumpur
Working Hours: 5 work days (shift)
Employment Type: Full-time