dtcpay is seeking an energetic, self-motivated and passionate individual to join our Operations team for our office in Malaysia. As the Customer Service Representative, you will play a key role in ensuring the satisfaction and success of our customers.

You will be responsible for providing excellent customer service, resolving inquiries and issues efficiently, and acting as the voice of our company to enhance customer relationships. This is a great opportunity for someone looking to grow their career in the fast-paced digital payments industry.

Responsibilities:

• Handle inbound and outbound calls, emails, live chats, and tickets, providing exceptional customer service across all channels.
• Maintain professional and prompt communication with clients to address inquiries, complaints, and feedback.
• Troubleshoot customer account issues, guiding clients through resolutions and ensuring satisfaction.
• Demonstrate an in-depth understanding of products, features, and benefits, and provide introductory information to prospective and new customers.
• Review and respond to customer complaints, providing effective solutions within agreed timelines and following up to ensure resolution.
• Identify, escalate, and resolve customer issues in collaboration with relevant teams.enquiries, escalating accordingly and resolving enquiries, conduct, collaboratively with relevant teams.
• Perform Know-Your-Customer (KYC) reviews for client onboarding and periodic reviews, including conducting KYC-related analysis.
• Monitor and evaluate daily screening alerts generated by KYC systems, ensuring compliance with company policies and regulations.
• Gather customer feedback to improve service quality and product offerings.

Requirements:

• At least 2 years of customer service experience, with a focus on call center environments preferred.
• Proficiency in English and Mandarin is essential to serve Chinese-speaking clients effectively.
• Experience with CRM tools like Zowie or Zendesk to manage customer interactions and maintain accurate records.
• Minimum 1 year of KYC experience in the financial industry is a plus.
• Excellent motivational skills and works well with a team but also is able to work independently.
• Strong communication and interpersonal skills and dedication to customer satisfaction.
• Knowledge of cryptocurrencies or digital payments is a plus.
• Willing to work on shifts.

Benefits

18 days annual leave

Competitve compensation and benefits packages

Regional exposure and career growth opportunities

Opportunity to work with a dynamic and innovative digital payments

Exposure to cross-functional collaboration and involvement

Mentorship and guidance from experienced professionals