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 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).
Job Types: Permanent, Contract
Contract length: 12 months
Pay: RM3,500.00 - RM5,000.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Professional development
Language:
- Mandarin (Required)
Work Location: In person
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