Senior Customer Service Specialist
About EPOS
EPOS is a leading Point-of-Sale (POS) digital solutions provider based in Singapore for SMEs. We are backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), part of its global merchant payment services Antom.
As part of our aggressive expansion plan, Malaysia is our first stop and we are building a huge sales team. This is a unique opportunity to be part of a mission-driven team focused on empowering Small and Medium Enterprise (SME) owners to embrace digital transformation through EPOS’ cutting-edge solutions.
Be part of Ant International's mission to empower SMEs, EPOS will leverage Antom's digital capabilities as the organisation's central hub to serve regional small and medium sized businesses with integrated O2O solutions.
About This Role
We are looking for a Senior Customer Service Support Specialist (Malaysia) to strengthen our customer support operations and ensure an outstanding service experience for our clients.
In this role, you will serve as the first point of contact for clients facing Point-of-Sale (POS) system issues, handling both hardware and software support across various communication channels. You’ll be a key player in ensuring client satisfaction through timely resolutions, strong communication, and attention to detail.
The ideal candidate is a tech-savvy, customer-focused professional who can stay composed under pressure, troubleshoot effectively, and maintain high service standards.
This is what your job scope will be...
- Handle complex customer issues, escalations, and technical cases
- Provide in-depth troubleshooting and resolution support
- Guide and support junior team members when required
- Manage case prioritization and escalation decisions
- Ensure high-quality responses and customer satisfaction
- Identify recurring issues and provide feedback for process improvement
- Work closely with Ops, Tech, and external partners
Requirements
We would love to hear from you if…
- Proficient in English and Chinese, due to having Chinese clients to communicate with.
- Proven experience in customer service or contact center roles (2–5 years)
- Strong problem-solving and escalation handling skills
- Ability to work independently and manage high-priority cases
- Familiarity with CRM / ticketing system
Benefits
💼 Perks of Joining Us
- 📈 Flexi Benefit Allowances
- 🎁 Birthday gift
- 🏥 Medical Insurance
As published by workable
First name, Last name, Email, Phone, Resume, Notice Period, Expected Salary (Monthly), Current Salary (Monthly), By submitting your application to EPOS Company, you acknowledge and consent to the collection, use, and processing of your personal data for recruitment and employment-related purposes. Your information may be shared internally with relevant hiring managers and HR personnel for the purpose of evaluating your suitability for the position. We may retain your data for a reasonable period to consider you for future opportunities unless you request otherwise. We are committed to handling your data responsibly and securely, in accordance with applicable data protection and privacy regulations. If you wish to access, update, or request the removal of your data, please contact us at eposgroup_hr@epos.com.sg. By proceeding with your application, you confirm that the information provided is accurate and that you consent to the above terms.
- Are you legally authorised to work in Malaysia without a work pass? yes / no