Customer Service Specialist (Fintech)

TL;DR

Customer Service Specialist (Fintech): Managing complex customer inquiries and complaints across multiple channels with an accent on product fluency, sound judgment, and cross-functional collaboration. Focus on resolving multi-step cases, identifying root causes of issues, and maintaining high standards of service quality in a fast-paced crypto environment.

Location: Must be based in Kuala Lumpur, Malaysia (Onsite)

Company

hirify.global is a leading global crypto exchange and developer of decentralized applications, committed to providing secure and reliable access to crypto markets for millions of users.

What you will do

• Resolve customer inquiries and complaints via email, chat, and voice channels from first contact to closure.
• Investigate complex cases by cross-referencing account data, transaction records, and platform activity.
• Coordinate with Product, Risk, and Compliance teams to ensure accurate resolution of escalated issues.
• Maintain deep knowledge of platform features, policies, and regulatory requirements.
• Identify root causes of recurring issues to improve team processes and prevent future recurrence.
• Document case details in the CRM and contribute to knowledge base maintenance.

Requirements

• Diploma in Finance, Business, or a related discipline.
• Minimum 2 years of experience in a customer service role with complex case handling.
• Proficient in written and spoken English.
• Willingness to work rotating shifts, including weekends and public holidays.
• Ability to work independently and prioritize effectively under pressure.
• Comfortable using AI tools for case resolution and knowledge retrieval.

Nice to have

• Experience with CRM platforms in a customer service environment.
• Background in cryptocurrency, fintech, or financial services.
• Familiarity with risk and compliance landscapes.
• Experience working with global or cross-timezone teams.
• Proficiency in productivity tools like MS Office, Google Analytics, or Lark.

Culture & Benefits

• Competitive remuneration package including basic salary, shift allowance, KPI allowance, and yearly bonus.
• Meal and transportation allowances provided.
• RM 3,500 annual training and wellness benefit.
• Insurance coverage for employees and dependants.
• Convenient office location near MRT TRX.
• Multinational working environment with team building and recognition programs.