Elabram Systems Hiring! Full Time L1 Customer Service Agent in Federal Territory, Earn up to MYR 5,150 - Ricebowl

Employment Details:

• Contract Duration: 12 Months
• Location: Work in Office (Mercu 2, Kuala Lumpur)
• Working Schedule: 5-day work week (includes weekends)
• Shift Requirement: Must be flexible to work rotational shifts
• AM : 7:00 AM – 4:00 PM
• PM : 2:00 PM – 11:00 PM
• GY : 10:00 PM – 7:00 AM

Job Description:

• Handle customer inquiries via live chat, inbound/outbound calls, and email.
• Resolve standard Level 1 (L1) queries regarding general product information, basic transaction status checks, account guidance, and FAQs.
• Follow strict SOP-based handling and predefined scripts.
• Identify cases that require escalation, including Disputes / chargebacks, Account restrictions / fraud-related cases, KYC / verification issues beyond L1 scope, Complaints requiring investigation.
• Escalate cases to L2/L3 with complete and accurate documentation
• Ensure proper ticket logging, categorization, and meet SLA, AHT (Average Handling Time), and productivity targets.
• Maintain strict compliance with data privacy and regulatory requirements.

Requirements:

• 1–2 years in Customer Service from Fintech Industry
• Strong communication skills in both English and Bahasa Malaysia.
• Comfortable handling multiple channels (Chat, Call, and Email).
• Ability to follow structured SOPs strictly.
• Comfortable work flexible rotational shifts, including nights, weekends and public holidays.
• Willingness to support ad-hoc shift changes based on business needs.

Salary Package:

• Base Salary: RM 2,500
• KPI Incentive: Up to RM 2,550
• Fixed Allowance: RM 100

Pay: RM2,500.00 - RM5,150.00 per month

Application Question(s):

• how long do you need to serve your notice period?
• are you okay with the salary breakdown? (fixed, not negotiable)
• Do you have customer service experience in the Fintech industry handling email, chat, and call channels? (all 3 channels required, must be from Fintech industry)

Work Location: In person