Elabram Systems Hiring! Full Time 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
• Shift A: 6:30 AM - 4:00 PM
• Shift B: 9:30 AM - 7:00 PM
• Shift C: 3.30 PM - 1:00 AM
• Shift D: 12:30 AM - 10:00 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 2,000
• Shift allowance: RM400 (PM) | RM550 (GY)
• Fixed Allowance: RM 100

Pay: RM2,600.00 - RM5,150.00 per month

Application Question(s):

• can you start working on 13th July? (if not, state your earliest joining date)
• are you okay with the salary breakdown? (not negotiable)
• Do you have customer service experience handling email, chat, and call channels? (all 3 channels required)
• are you able to commit to the rotational shift? (AM/PM/GY)

Work Location: In person