Aim to resolve customer enquiries at the first point of contact. Escalate complex cases accurately and follow up with internal teams or external service partners until closure within the required SLA.
Advocate for customers by translating recurring issues, feature requests, and insights into actionable feedback for Product, Engineering, Sales, and Marketing.
Document adoption plans, site matrices, and multi-functional communications to build detailed roadmaps, ensuring all project collaborators remain aligned at every stage of the onboarding lifecycle.
Key Goal: Build trust by delivering value as a trusted digital consultant, leveraging data-driven insights and strategic business advice to strengthen customer relationships and drive long-term retention.
Backend Health Monitoring: Regularly analyze login frequency, transaction/order volume, feature usage rate, and data anomalies to identify dormant or at-risk merchants early (i.e., accounts where hardware is installed but unused)
Assist customers in understanding their insurance coverage, benefits, and policy details across various insurance lines (health, life, auto, property, etc.).
Salary Range: RM 10,000 – RM 11,000 per monthKPI Bonus: Up to RM 400, based on individual performanceWork Location: KL Sentral, Kuala LumpurWorking Hours: Monday to Friday, on a rotational or assigned shift basis: