Operations – dtcpay

Customer Service Representative

Team

Operations

Location

Malaysia

Type

Full-Time

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dtcpay is seeking an energetic, self-motivated and passionate individual to join our Operations team for our office in Malaysia. As the Customer Service Representative, you will play a key role in ensuring the satisfaction and success of our customers.

You will be responsible for providing excellent customer service, resolving inquiries and issues efficiently, and acting as the voice of our company to enhance customer relationships. This is a great opportunity for someone looking to grow their career in the fast-paced digital payments industry.

Responsibilities:

Handle inbound and outbound calls, emails, live chats, and tickets, providing exceptional customer service across all channels.
Maintain professional and prompt communication with clients to address inquiries, complaints, and feedback.
Troubleshoot customer account issues, guiding clients through resolutions and ensuring satisfaction.
Demonstrate an in-depth understanding of products, features, and benefits, and provide introductory information to prospective and new customers.
Review and respond to customer complaints, providing effective solutions within agreed timelines and following up to ensure resolution.
Identify, escalate, and resolve customer issues in collaboration with relevant teams.enquiries, escalating accordingly and resolving enquiries, conduct, collaboratively with relevant teams.
Perform Know-Your-Customer (KYC) reviews for client onboarding and periodic reviews, including conducting KYC-related analysis.
Monitor and evaluate daily screening alerts generated by KYC systems, ensuring compliance with company policies and regulations.
Gather customer feedback to improve service quality and product offerings.

Requirements:

At least 2 years of customer service experience, with a focus on call center environments preferred.
Proficiency in English and Mandarin is essential to serve Chinese-speaking clients effectively.
Experience with CRM tools like Zowie or Zendesk to manage customer interactions and maintain accurate records.
Minimum 1 year of KYC experience in the financial industry is a plus.
Excellent motivational skills and works well with a team but also is able to work independently.
Strong communication and interpersonal skills and dedication to customer satisfaction.
Knowledge of cryptocurrencies or digital payments is a plus.
Willing to work on shifts.

Benefits

18 days annual leave

Competitve compensation and benefits packages

Regional exposure and career growth opportunities

Opportunity to work with a dynamic and innovative digital payments

Exposure to cross-functional collaboration and involvement

Mentorship and guidance from experienced professionals

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Sr. / Operations Associate (Payment/Card)

Team

Operations

Location

Singapore

Type

Full-Time

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dtcpay is looking for a Senior Operations Associate in Singapore office to lead our strategic initiatives and drive the growth of our payment business.

dtcpay, is a licensed digital payments company in Singapore. With the business expanding globally, we are seeking experienced Operations personnel to join our dynamic team. As the Senior Operations Associate, you will be responsible for managing customer support issues, and providing support in the onboarding process. Proficiency in relevant systems such as Google Suite, Lark, and Hubspot is desired, and a background in cryptocurrencies or digital payments is a plus.

Join us at dtcpay and play a pivotal role in shaping the future of our payment business.

Responsibilities:

Work closely with the Operations Manager to oversee daily business operations.
Provide advisory support and assistance to Business partners related to customer onboarding and data maintenance, and work closely with Business to contribute positively on the documentation, not limited to Account Opening, Maintenance, Credit Documentation reviews etc.
Perform day to day management of the account opening and maintenance processing, including daily management of in-process, pending, and service related activities.
Understands new customer requirements and ensures adequate support to new customer requirements and initiatives.
Conduct periodic self-reviews to identify gaps in processes and appropriate remediation to eliminate operational risks.
Work closely with various departments including Compliance, Customer Service, Marketing, Tech etc.
Develop and maintain good merchant relationships, including conducting on-site training and deployment of payment terminals.
Experience in writing, revising, and maintaining standard operating procedures is a plus.

Qualifications:

3+ years of experience in Business Administration, Product Support, Sales Support, Operations Management, or any related field, with at least 2 years in the card/payment field.
Customer-oriented, attentive to details, compliance and control oriented, diligent, proactive and able to work under pressure.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
Good command of spoken and written English and Mandarin as you will need to liaise with Chinese counterparts.
Knowledge of cryptocurrencies or digital payments is a plus.

Benefits

18 days annual leave

Competitve compensation and benefits packages

Regional exposure and career growth opportunities

Opportunity to work with a dynamic and innovative digital payments

Exposure to cross-functional collaboration and involvement

Mentorship and guidance from experienced professionals

Apply