Customer Service Specialist (ePayment account - relocate to Malaysia)

What’s your mission? As an Account Specialist, you will be working with our ePayment Account to deliver #happiercustomer experience. E-payment allows users, from fledgling start-ups to Fortune 500 companiesto accept payments to power their businesses. Support has always been at the core of

E-payment and, as the company expands globally; your work will help provide the highestquality of support to new and existing users. Most of the time you’ll communicate with users viamultiple channels including phone, chat, and email. E-payment users can ask tough questions. You’ll need to be willing to spend time paying individual attention to users, carefully researchingtheir issues and asking for help from the rest of the team when you need it

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Provision of an excellent support experience to E-payment users via phone, chat, and email
• Always be on the lookout for ways to improve the way we do things
• Verify all required details have been submitted with application for processing.
• Examine and validate the identity of the merchant to ensure the information submitted is valid.
• Perform checks in internal and external databases to verify information provided andconfirm supportability of the merchant.
• Identify and document inaccuracies which raise red flags that require intervention andfollow up with the merchant.
• Investigate and compare the items sold on the merchant’s website to informationprovided on the account, such as product description, merchant industry, andcharges.
• Identify businesses as supportable, prohibited, or in need of small changes to theirbusiness model.
• Advocate for users and pass ideas and best practices on to the rest of the team
• Establish effective working relationships with team members and E-payment users
• Any other duties and responsibilities that may be assigned to you by the management fromtime to time, within your category of employment in the organization and for the effectiveimplementation, maintenance and continual improvement of the ISO9001 and ISO 18295-1Quality Management System of TDCXWho are we looking for?
• Candidates must have language skills at a minimum CEFR C2 mastery level or higher.
• Preferably with experience in the Financial, Banking, or Fintech industry.
• At least 2 years of experience in the BPO or contact center environment.
• Experience in underwriting, conducting business cash-flow and credit analyses.
• Familiarity with financial reviews for consumer or small business lending or credit.
• Detail-oriented with the ability to identify discrepancies in information from multiplesources.
• Proven experience in customer-facing roles (e.g., B2B, B2C, or contact centers) withexpertise in multi-channel support (email, phone, chat).
• Open to transitioning between teams to support evolving business needs.
• Must be willing to work rotational shifts, including weekends
• Willing to work in Kuala Lumpur, Malaysia (relocation support provided)