Agensi Pekerjaan XGiants Consulting Malaysia Hiring! Contract Customer Support Analyst (SEA) – Fintech/Banking in WP Kuala Lumpur, Earn up to MYR 6,500 - Ricebowl

Job Requirements

• Minimum 3 years of relevant experience in customer service, customer support, payments, banking or financial services.

• Hands-on experience in Quality Assurance (QA) and training/coaching is required.

• Proficient in Mandarin and English, with strong written and verbal communication skills in both languages.

• Experience handling customer escalations, complex enquiries and stakeholder coordination.

• Good understanding of payment operations, transaction processing or payment-related disputes will be an advantage.

• Strong analytical, problem-solving and multitasking skills.

• Proficient in Microsoft Excel; experience with data analysis or SQL is an added advantage.

• Able to work in a fast-paced environment and meet service KPIs and SLAs.

Job Description

Our client, a global fintech company, is looking for a Customer Support Analyst (SEA) to support payment-related enquiries and operational issues across Southeast Asia.

The ideal candidate has experience in customer service, quality assurance (QA), and training, with strong written and verbal communication skills in English and Mandarin.

Key Responsibilities

• Handle customer enquiries relating to payments, transactions, deposits and payment discrepancies.

• Investigate payment-related issues, identify root causes and coordinate with relevant internal and external stakeholders to resolve cases.

• Manage escalations and urgent payment matters while keeping customers informed of progress.

• Liaise with internal teams, including Finance, Operations and other relevant departments, to ensure timely resolution.

• Monitor service quality and ensure compliance with established service standards, KPIs and SLAs.

• Conduct quality assurance reviews and provide constructive feedback to improve customer service performance.

• Support agent coaching, onboarding and training to enhance team capability and service consistency.

• Identify recurring issues and recommend improvements to processes, workflows and customer support procedures.

• Maintain accurate case records, reports and documentation.

• EPF
• SOCSO
• EIS
• Annual Leave
• 5 Working Days
• Training Provided
• Medical and Hospitalisation Leave
• Medical Insurance
• Overtime Pay