Job Description
Description
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.
