Job Description

Responsibilities:

Provide real-time customer support across multiple channels (voice, live chat, email, social media) for L1 and L2 enquiries. Assist customers in using the Bank's mobile application and resolve issues in line with SOPs and resolution protocols. Escalate issues to relevant internal/external teams when necessary for resolution. Achieve individual and team performance KPIs (quality and productivity). Collaborate closely with CS Operations and Subject Matter Experts (SMEs) to support customer service initiatives. Stay alert to risks, security concerns, and fraud indicators, and report accordingly. Adapt and reprioritize tasks effectively in a dynamic, fast-paced environment. Represent and uphold the Bank's values and service standards at all times.

Requirements:

Minimum 1-2 years of experience in a Contact Centre or Customer Service role within financial institutions (e.g., banks, payment platforms, e-wallets, card services). Diploma or higher in any field. Experience with live chat and digital servicing platforms is an added advantage. Proficiency in required language(s) for this role. Open to flexible shift work, including weekends and public holidays. Strong customer focus with a passion for delivering quality service. Detail-oriented with excellent follow-through and problem-solving skills. Self-motivated and capable of working under minimal supervision. Able to manage high volumes of enquiries and provide regular updates to management. Proficient in Microsoft Office (Excel, PowerPoint, Word) and Google Workspace (Docs, Sheets, Slides). Able to work in 24/7 rotational shift. Open to fresh graduate!
Job Types: Permanent, Contract
Contract length: 12 months

Pay: RM3,000.00 - RM4,000.00 per month

Benefits:

Health insurance Opportunities for promotion Professional development
Language:

Mandarin (Preferred) Tamil (Preferred)
Work Location: In person