Job Description

Are you a tech-savvy communicator passionate about the future of finance? At OnceLife, we're not just a company; we're a team shaping the next generation of digital banking in Malaysia. We're looking for a Bilingual Customer Success Specialist to be the helpful, human voice behind our innovative digital banking platform.

This isn't just a support role—it's a mission-critical position where you'll solve problems, educate users, and ensure every customer interaction is seamless, secure, and satisfying. If you love using your language skills to bridge gaps and your analytical mind to find solutions, we want you on our team.

Key Responsibilities:

• Champion the Customer Experience: Provide outstanding, omni-channel support (live chat, email, phone) for our digital banking customers, resolving queries on transactions, account features, security, and platform navigation.
• Be a Digital Banking Guru: Become an expert on our digital products. Guide customers through features, troubleshoot technical issues, and turn frustrated users into confident advocates.
• Drive Resolution & Satisfaction: Take ownership of customer issues from start to finish. Investigate thoroughly, collaborate with backend teams when needed, and follow up to ensure complete resolution.
• Contribute to a Smarter Product: Act as the voice of the customer. Document feedback, identify common pain points, and share insights with our Product and Tech teams to help improve our services.
• Uphold Trust & Security: Adhere strictly to financial regulations and data security protocols, ensuring every interaction protects our customers' sensitive information.

The Perks & Benefits:

• Attractive Remuneration: A competitive basic salary of up to RM 4,000/month, plus a RM 300/month KPI allowance for top performers.
• Modern & Strategic Workspace: Work from our vibrant office in Subang UOA, a prime location with excellent connectivity.
• Clear Career Pathway: Grow with us in the high-potential digital finance sector. We invest in our people's development.
• Healthy Work-Life Rhythm: Enjoy a consistent schedule of 5 working days per week with 2 fixed days off.
• Immediate Impact: This is an urgent hire. You'll be onboarded quickly and start making a difference from day one.

Work Hours: 1:30 PM - 10:30 PM

Job Requirements

What you'll need to succeed:

• Language Mastery: Fluent in English and Mandarin (both written and spoken) is non-negotiable. You will be supporting a diverse APAC customer base.
• Academic Foundation: Minimum of a Diploma in any field.
• Relevant Experience: You must have:
• At least 1 year of proven experience in a customer-facing role (customer service, client support, etc.).
• A minimum of 1 year of hands-on experience in Digital Banking, FinTech, E-payments, or a related financial technology sector.
• Your Toolkit:
• Exceptional communication and active listening skills.
• A patient, empathetic, and positive problem-solving attitude.
• Comfort with technology and the ability to learn new software quickly.
• A strong sense of responsibility and integrity.

Skills