Job Description

Job Title:

Customer Service Executive

Department:

Operations / Customer Experience

Reports To:

Customer Service Manager / Operations Lead

Job Summary:

The Customer Service Executive is responsible for providing prompt, professional, and efficient support to users, agents, and partners. This role ensures customer satisfaction by responding to inquiries, resolving issues, verifying transactions, and escalating technical or financial cases to relevant departments. The ideal candidate should be detail-oriented, trustworthy, and capable of handling sensitive financial and transaction data with discretion.

Key Responsibilities:

1. Customer Support & Communication

- Handle incoming customer inquiries.

- Provide accurate and timely information regarding account status, transactions, payments, deposits, and withdrawals.

- Guide users through system features.

- Maintain a professional when dealing with all customer communications.

1. Transaction Monitoring & Verification

- Verify customer transactions (deposits, withdrawals, top-ups, payments) against system records.

- Ensure successful transaction completion and flag any anomalies or mismatched records.

- Check and reconcile transaction logs.

- Escalate failed or suspicious transactions to the compliance or finance team.

1. Issue Resolution

- Log all reported issues in the ticketing system (e.g., ClickUp).

- Follow up on pending issues and ensure timely resolution according to SLA.

- Collaborate with the technical and finance teams for transaction or system-related issues.

- Keep customers updated on investigation progress until closure.

1. Record Keeping & Reporting

- Maintain accurate logs of all customer interactions and resolutions.

- Prepare daily transaction summary reports.

- Identify and report common issues or user feedback for service improvement.

1. Compliance & Quality Assurance

- Follow company SOPs and data protection policies.

- Ensure all customer data and transaction information remain confidential.

- Perform QA checks on transaction records before approval or escalation.

- Participate in internal audits and support compliance reviews when required.

Key Performance Indicators (KPIs):

- Average response time and resolution time.

- Customer satisfaction rate (CSAT).

- Number of verified and reconciled transactions daily.

- Error rate or number of escalated unresolved cases.

- Adherence to communication and compliance SOPs.

Requirements:

Education & Experience:

- 1–3 years of experience in customer service preferred.

- Experience in handling payment or transaction systems is an advantage.

Skills & Attributes:

- Strong communication and interpersonal skills.

- Detail-oriented, analytical, and trustworthy with financial data.

- Able to multitask in a fast-paced environment.

- Willing to work shifts, weekends, or public holidays (if 24/7 support).

- Bilingual ability (English, Chinese) preferred.

Work Schedule:

- Rotational shifts (Morning / Night)

- 6 days per week.

Work Location:

- HQ Office

Job Requirements

Requirements:

Education & Experience:

- 1–3 years of experience in customer service preferred.

- Bilingual ability (English, Chinese) preferred.

- Willing to work shifts, weekends, or public holidays (if 24/7 support).

Work Schedule:

- Rotational shifts (Morning / Night)

- 6 days per week.

Skills