Requirements

Must have

• Senior-level Customer Service experience (typically 5+ years), with strong experience on a digital platform.
• Hands-on experience with payment and wallet queries: deposits, withdrawals, wallet balances and transaction records.
• Familiar with digital platforms, transaction records and AI tools.
• Fluent English and Chinese, spoken and written.
• Precision with numbers, names and records, with sound judgement and clear case notes.
• Based in or able to work in Johor Bahru, on-site, on 12-hour rotating day and night shifts, including weekends and public holidays.

Good to have

• Experience with payment disputes, reconciliation or chargebacks.
• Comfortable reading transaction histories and doing volume-requirement calculations.
• Ticketing platform experience (Zendesk, Freshdesk, Salesforce or similar).
• Experience coaching or mentoring junior team members.

Description

Location: Johor Bahru, Malaysia · On-site · Full-time · 12-hour rotating day and night shifts

The CS Shift Specialist owns the customer conversation about money, our highest-trust queue. You resolve failed deposits, name mismatches, withdrawal reviews, transaction-volume requirement questions and wallet discrepancies, and you work closely with the Payments and Finance teams, who keep all money authority.

This is a senior role for someone who knows digital platforms and payment wallets well and is familiar with transaction records and AI tools. You are cross-trained to cover the frontline during surges and absences.

What You Will Do

• Resolve customer payment and wallet cases from start to finish within the agreed time: failed deposits, name mismatches, withdrawal reviews and wallet discrepancies.
• Answer questions about transaction-volume requirements and wallet balances clearly and accurately, using the wallet audit trail as your evidence.
• Read the audit trail and case files to establish exactly what happened, then explain it to the customer in plain language.
• Pass anything that needs a money decision to Payments or Finance with a complete, accurate case summary. They make every decision about money.
• Write a clear disposition note on every case, so the next person never has to ask the customer again.
• Use transaction records and AI tools to investigate cases faster and more accurately.
• Follow the approved payment SOPs, and flag any step that is unclear, outdated or missing.
• Report recurring payment issues to the respective teams.
• Cover the frontline during surges and absences.
• Keep your skills current through internal training on the payment SOPs, wallet audit trails and quality reviews.

Your KPIs: payment-case resolution time; escalation accuracy; zero unauthorised commitments.

Career path: grow into the payments subject-matter expert lead.