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

We are seeking a Customer Service - Agent (L1 Support) (Digital Payment & Fintech Sector) to provide excellent customer support through multiple channels, including live chat, inbound/outbound calls, and email. The role involves handling customer inquiries, resolving basic issues, resolving basic financial services and ensuring customer satisfaction while following established SOPs and service standards.

Key Responsibilities:

• Handle customer inquiries via Live Chat, Inbound Calls, Outbound Calls, and Email.
• Provide accurate assistance on general product information, transaction status checks, account guidance, and FAQs.
• Resolve standard Level 1 (L1) customer queries by following SOPs, guidelines, and scripts.
• Identify and escalate complex cases (e.g. disputes, chargebacks, account restrictions, fraud-related cases, KYC/verification issues, and investigation-required complaints) to L2/L3 with complete documentation.
• Ensure proper ticket logging, case documentation, and categorization.
• Work closely with internal teams for timely case resolution.
• Achieve service performance targets, including SLA, AHT, quality, and productivity metrics.
• Maintain compliance with company policies, data privacy requirements, and regulatory standards.

Job Requirements:

• 1–2 years of experience in Customer Service, Contact Centre, or BPO environment.
• Strong communication skills in English and Bahasa Malaysia.
• Comfortable handling customer support through chat, calls, and email.
• Ability to follow structured SOPs and work in a fast-paced environment.
• Flexible to support ad-hoc shift changes based on business requirements.

Working Schedule:

• 5-day work week (Weekends Included)
• Rotational shifts (AM/PM/GY)
• Weekend shifts included
• Must be flexible to work on weekends, public holidays, and support ad-hoc shift changes based on business needs

Salary Package:

• Basic Salary: RM2,500
• KPI Incentive: Up to RM2,550
• Fixed Allowance: RM100
• Potential Gross Salary: Up to RM5,150/month

Work Location:

• Mercu 2 (Nearby Abdullah Hukum LRT Station)
• Work From Office (WFO)

Pay: RM2,500.00 - RM5,150.00 per month

Application Question(s):

• 1. Current Location

Where are you currently based?
Are you willing to work at Mercu 2 (Work From Office)?

• 2. Working Experience

How many years of experience do you have in Customer Service / Contact Centre / BPO?
Have you handled customer support through Live Chat, Calls, and Email before?

• 3. Industry Experience

Do you have experience in any of the following industries?
Digital Payment / FinTech
Banking / Financial Services
E-commerce
Customer Service / BPO
Others: ___

• 4. Shift Flexibility

Are you comfortable working on rotational shifts (AM/PM/GY), including:

Night shifts
Weekends
Public holidays?

Yes
No

• 5. Shift Changes

Are you willing to support ad-hoc shift changes based on business requirements?

Yes
No

• 6. Notice Period / Availability

What is your earliest availability to start?

• 7. Reason for Leaving

What is your reason for leaving your current/previous company?

Work Location: In person