Customer Support Specialist | Permanent Night Shift

• Provide timely, empathetic support for non-complex inquiries across assigned channels (voice, chat, live messaging, email, social media, etc.), using SOPs, macros, and knowledge articles to resolve issues while meeting CSAT, quality, and productivity targets.

• Authenticate customers, document interactions accurately in CRM, and escalate issues outside Tier 1 scope with clear notes and context.

• Adhere to compliance, privacy, and security requirements, flag recurring issues or content gaps, and participate in coaching and training.

Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• Training Provided
• EPF
• SOCSO
• EIS
• Allowance Provided
• Medical Insurance

• 1+ year experience providing customer support via at least one channel: voice, email, or messaging/chats.

• Preferably working in highly regulated industries such as FinTech, crypto, insurance, or financial services environment

• Familiarity with CRM systems and customer support practices

• Experience using LLM/Al-powered tools (e.g., Al copilots, chatbots, workflow automation) in a customer support or operations environment

• minimum diploma, preferably with a college degree

• Strong interpersonal, analytical, and communication skills; fluent in English with excellent verbal and written abilities

• Ability to thrive in a fast-paced, high-growth environment and adapt to evolving business needs

• Detail-oriented with a strong customer-first mindset

• Strong problem-solving and decision-making skills

• Demonstrated ability to multitask, prioritize, and manage time effectively

• Genuine interest in the crypto economy