About the CompanyThe Call Center Customer Service Representative will provide first-level support to merchants, customers and internal teams for the POS terminal rental business. The role is responsible for handling support enquiries, assisting with basic troubleshooting, logging service requests, coordinating terminal replacement or onsite support, and following up until cases are resolved.

This is an entry-level role suitable for candidates who are willing to learn about POS terminals, payment devices, merchant support and daily operations. Training will be provided.

ResponsibilitiesHelpdesk and Customer SupportHandle incoming calls, emails, WhatsApp messages or service tickets from merchants, customers and partners.

Provide first-level support for POS terminal issues, including basic hardware, connectivity, SIM card, charging, printing, login and transaction-related enquiries.

Guide merchants through simple troubleshooting steps in a clear, polite and patient manner.

Escalate technical issues to the relevant technical team, vendor, field support team or Operations Manager when required.

Follow up on pending cases and ensure merchants or customers are updated on the status.

POS Terminal Support CoordinationAssist in coordinating terminal deployment, replacement, collection and swap arrangements.

Liaise with field technicians, logistics providers or internal operations team for onsite support.

Support the Operations Manager in tracking installation appointments, replacement schedules and device return status.

Ensure service requests are handled according to agreed response time and service standards.

Communication and Follow-UpCommunicate professionally with merchants, customers, vendors and internal teams.

Handle customer interactions politely, clearly and patiently.

Escalate urgent, sensitive or repeated issues to the Operations Manager promptly.

QualificationsCandidate may be required to work on weekends and public holidays, depending on operational requirements.

Basic computer skills, including Microsoft Word, Excel, email and messaging tools.

Good communication and customer service skills.

Able to work independently and as part of a team.

Patient, responsible and attentive to details.

Preferred SkillsExperience in customer service, call centre, helpdesk, retail, administrative support or technical support will be an advantage, but is not required.

Basic understanding of POS terminals, payment devices, Android devices or mobile applications will be useful.

Comfortable handling phone calls and customer enquiries.

Able to follow SOPs and perform simple troubleshooting steps.