Customer Service Analyst

Job Description: Customer Support & Digital Operations Executive

Role Summary

Provide end-to-end customer support for mobile app, wallet, and remittance services, including

Level 1 system investigation to identify and resolve operational and technical issues efficiently.

Key Responsibilities

Customer & App Support

Assist customers with app registration, login issues, OTP errors, and password resets. Guide users

on account activation and eKYC processes. Perform troubleshooting and escalate complex issues

to Digital Ops.

Level 1 Investigation Tools: LogRocket, Amplitude, FX Systems

Remittance & Transaction Support

Support international remittance and wallet transactions via calls, Zendesk, email, and WhatsApp.

Guide customers on transfers, payment methods (FPX, JomPAY, DuitNow), and compliance

requirements.

Level 1 Investigation Tools: EFT, FX Online, FX Operation, Amplitude

Wallet & Card Operations

Handle wallet activation, status checks, and transaction inquiries. Support card issuance, reloads,

usage, and failed or pending transactions.

Level 1 Investigation Tools: EFT, LogRocket, Amplitude, CyberSource, DT One

Issue Resolution & Escalation

Perform initial diagnosis and raise Jira tickets for unresolved issues. Coordinate with Digital Ops,

Finance, FIU, and Wallet teams. Track refunds, disputes, fraud cases, and follow through to

closure.

eKYC & Customer Onboarding

Monitor onboarding via Power BI and Onfido. Follow up on incomplete or failed verifications.

Coordinate profile updates, corrections, and duplicate removals.

Agent & Corporate Support

Support CICO agents (activation, unlocking, onboarding) via EFT systems. Assist in salary

disbursement and bulk onboarding. Verify customer and account details across systems.

Customer Service Operations

Handle customer inquiries and complaints through Zendesk. Ensure timely resolution and clear

communication.

Core Requirement

Strong capability in Level 1 system investigation across: LogRocket, Amplitude, EFT, FX Systems,

Power BI, Onfido.

Key Skills

Customer service, digital wallet and remittance knowledge, system troubleshooting, and

cross-functional coordination.