Job Description

Scope and Authority: As Customer Support, you will be at the forefront to seamlessly provide \'Customer First\' support, build meaningful relationships with our consumers and deliver top-notch financial service. You will be responsible for proactively addressing consumers issues, and optimizing customer experience. Your Role: Handle day-to-day customer inquiries and handling service enquiries as well as any other arising consumer issues Provide quality customer support through voice/ chat/ email support and guided troubleshooting to consumers on services including but not limited transaction, dispute and refund issues; lending and product enquiries Work closely with the relevant stakeholders to ensure the case is resolved in a timely manner Vigilant to identify consumer risks, security or fraud issues throughout contact with the concerned user and alert management Maintain the SOP and updating them accordingly to ensure that new information is streamlined accordingly as well as documenting reply processes and FAQs and working on continuous process improvement Meet and exceed operations metrics, quality goals, compliance regulations and productivity targets Qualifications & Experience: Possess at least a Diploma in any relevant field Working experience in Customer Service in financial / banking industry would be preferred. Domain knowledge in insurance products, risks operations, client money protection, and personal data privacy would be a definite advantage Experience in Livechat and digital servicing channels or software will be an added advantage Strong multi-tasking and prioritization skills, with a focus on accuracy and on-time delivery Strong verbal and written communication skills in Bahasa Malaysia and English is a MUST. Candidate with additional alternative language (Mandarin, Tamil and other Dialects) will be prioritized Flexibility to work outside of normal business hours, including after-hours and weekends to best serve our customers/Partners Can thrive under stress and minimal supervision

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