Get to know the Role:
- Provide real-time, human-assisted customer support across all Digibank owned channels, including voice, live chat, email, and social media.
- Promote and enhance digital self-help experiences through Help Centre FAQs.
- Take ownership of customer issue resolution, ensuring effective follow-through and escalation when necessary.
- Meet both individual and team qualitative and quantitative customer experience performance metrics.
Day-to-Day Activities:
- Provide high-quality 24/7 customer support via voice, digital, and chat channels.
- Perform 1st-level investigation and escalate issues to relevant teams for root cause analysis and speedy resolution.
- Gather feedback from customers, report on front-line issues such as application failure, transaction issues, and product inquiries.
- Be a fast learner, adapting to new processes related to product launches, system enhancements, and project optimization.
- Contribute to market research, service quality audits, and provide data analytics and project reports as needed.
Must-Haves:
- At least 2 years of experience in any service industry, preferably in Customer Service/Contact Centre in the banking or financial industry.
- Ability to work on weekends and rotational shifts.
- Excellent spoken and written English communication skills.
- Typing speed of at least 60 words per minute.
- Familiarity with social media platforms, digital tools, and quick to learn new tools.
- Experience with Microsoft CRM, Zendesk, Livechat, and digital servicing channels is an advantage.
- Proficiency in Microsoft Office tools (Excel, PowerPoint, Word).
- Strong attention to detail, customer-centric approach, and excellent organizational skills.
- Must possess at least a Diploma in any relevant field.
- Mandarin Speaker is a plus point.
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
Schedule:
- Rotational shift
Supplemental Pay:
- Yearly bonus
Language:
- Mandarin (Required)
Work Location: In person
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