Requirements

Must have

• Senior-level Customer Service experience (2+ years minimum) handling complex or escalated cases on a digital platform.
• Full back-office case toolkit experience, and confident reading wallet and audit trails.
• Familiar with digital platforms, payment wallets, transaction records and AI tools.
• Fluent English and Chinese, spoken and written.
• Precise wording, sound escalation judgement and honesty: you never guess.
• Based in or able to work in Johor Bahru, on-site, on 12-hour rotating shifts (2-2-3 pattern, alternating day and night blocks), including weekends, public holidays and night-shift duty leadership.

Good to have

• Experience coaching or mentoring frontline colleagues.
• Experience with payment disputes, reconciliation or chargebacks.
• Ticketing platform experience (Zendesk, Freshdesk, Salesforce or similar).
• QA exposure, such as being scored at 90 or above.

Description

Location: Johor Bahru, Malaysia · On-site · Full-time · 12-hour rotating shifts (2-2-3 pattern, alternating day and night blocks)

The Senior CS Shift Officer takes our hardest customer cases and carries night-shift duty leadership. You are the person colleagues turn to when a case is complex, escalated or sensitive, and you are the first escalation point overnight.

This is a senior, hands-on role on a digital platform. You write precisely, use sound judgement on when and how to escalate, and never guess: if you do not know, you find out. You coach the frontline as you go.

What You Will Do

• Take the hardest customer cases, including complex and escalated ones, and resolve them correctly and on time.
• Take your turn as night-shift Duty Leader, the first escalation point overnight.
• Make senior-tier approvals and night-shift calls within your approved limits.
• Offer goodwill within the approved ceiling, during business hours.
• Read wallet and audit trails to establish exactly what happened, then explain it to the customer in plain language.
• Use the full back-office case toolkit to investigate and document every case.
• Use transaction records and AI tools to investigate cases faster and more accurately.
• Coach frontline colleagues, including through live cases.
• Write precise case notes and customer messages, so nothing has to be asked twice.
• Report recurring issues to the respective teams.

Your KPIs: first-contact resolution on escalated cases; QA score of 90 or above; zero critical errors.

Career path: grow into a Supervisor role. Promotion needs sustained QA of 90 or above, a clean duty-leader record and strong escalation accuracy.