Customer Service Support (KL)

Direct message the job poster from EPOS Pte. Ltd.

HR Director | IHRP-CP | ASIA HRBP | Omni-channel | HR Strategy | Digital | e-commerce | Internet | Payment | Technology | HR Governance | Leadership…

At EPOS, we help business owners and entrepreneurs unleash the full potential of their businesses. As a fast-growing and dynamic company, we are dedicated to transforming the retail and F&B industry with high-performance technology solutions.

Our mission is to empower businesses by improving operational efficiency, enhancing customer loyalty, and unlocking new growth opportunities.

We take pride in fostering a collaborative, innovative, and high-performance work environment, where employees are encouraged to grow, take ownership, and make a meaningful impact.

About This Role

We are looking for a 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...

Customer Support & Issue Resolution

• Respond to client inquiries and issues related to POS systems via phone, email, and chat.
• Troubleshoot software and hardware problems and provide clear, step-by-step support.
• Accurately document client interactions, issues, and resolutions in the support system.
• Manage multiple support cases while delivering prompt and high-quality service.
• Escalate complex or unresolved issues to the relevant technical teams when necessary.

Service Quality & Client Experience

• Follow through on support cases and proactively update clients to manage expectations.
• Identify recurring issues or feedback trends and propose improvements to enhance service experience.

Process Improvement & Collaboration

• Work with internal teams (technical, operations, sales) to resolve client issues efficiently.
• Contribute to knowledge base development, documentation, and support resources.
• Assist with process enhancements to improve turnaround time, resolution accuracy, and customer satisfaction.

We would love to hear from you if...

• You have 1–3 years of experience in a customer service or IT helpdesk role (POS system support is a plus).
• You have a good working knowledge of Windows and Android operating systems.
• You're familiar with basic networking and peripheral hardware setup.
• You're comfortable using Microsoft Excel for tracking, logging, and reporting.
• You have strong verbal and written communication skills in English.
• You're a natural problem solver who can stay calm and resourceful under pressure.
• You're organized, independent, and self-motivated with a strong desire to learn and grow.
• You're collaborative and open-minded, ready to support a team-driven customer support environment.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Software Development

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