Call Center Representative

About the job

The Call Center 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.

Responsibilities

Helpdesk and Customer Support

• Handle 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.

Service Request and Ticket Management

• Record all customer issues and service requests accurately in the ticketing system or tracking file.
• Capture important details such as merchant name, contact person, terminal ID, serial number, issue reported, action taken and case status.
• Monitor open cases and follow up to ensure timely closure.
• Ensure case updates are clear and properly maintained for reporting and audit purposes.

POS Terminal Support Coordination

• Assist 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.

Inventory and Administrative Support

• Assist in updating POS terminal inventory records, including deployed units, returned units, faulty units and replacement units.
• Help to check device serial numbers, SIM card details and merchant assignment records.
• Support basic administrative work such as filing, data entry, report preparation and document tracking.
• Assist in preparing simple daily or weekly support reports.

Communication and Follow-Up

• Communicate 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.

Qualifications

• Candidate 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.
• Willing to learn about POS terminals, payment devices and merchant support operations.
• Able to work independently and as part of a team.
• Patient, responsible and attentive to details.

Preferred Skills

• Experience in customer service, call center, 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.