Job Description

Key Responsibilities

Provide real-time, human-assisted customer support via voice, live chat, email, social media, L1 & L2 support. Handle customer enquiries and issues while building and maintaining strong customer relationships. Guide customers in using the Bank's application according to Standard Operating Procedures (SOPs). Escalate and follow through on unresolved issues with internal or external parties. Meet individual and team performance metrics (qualitative and quantitative). Collaborate closely with the CS operations team and Subject Matter Experts (SMEs). Identify and alert respective teams on risks, security breaches, or fraud. Adapt and reprioritise effectively in a fast-paced and ever-changing environment. Be a champion of the Bank's values and customer service standards.

Requirements

Minimum 2 years' experience in a Contact Centre or Customer Service role, preferably in financial institutions, banks, e-wallets, acquirers, or payment platforms. Diploma or higher in any field. Experience in live chat and digital customer service channels is an advantage. Proficient in the required languages (spoken and written). Open to working flexible shift schedules, including weekends and public holidays. Strong customer service mindset with attention to detail and ownership of tasks. Able to work independently with minimal supervision. Skilled in Microsoft Office (Excel, Word, PowerPoint) and Google Suite. High level of initiative, problem-solving ability, and commitment to excellence.
Job Types: Permanent, Contract
Contract length: 12 months

Pay: RM3,500.00 - RM4,500.00 per month

Benefits:

Opportunities for promotion Professional development
Schedule:

Rotational shift
Supplemental Pay:

Overtime pay Yearly bonus
Language:

Mandarin (Required)
Work Location: In person