Banking Support Agent — 24/7, Multi-Channel Helpdesk

Zom-In; Selangor; On-site; MYR 26,000 - 40,000; Full time

Benefits offered by this job

Health insurance

Opportunities for promotion

Job summary

MyValiant in Malaysia is seeking a customer service professional to provide real-time support across voice, chat, email, and social channels. You will assist users with the bank app, follow SOPs, and escalate unresolved issues to the right teams.

You will work toward quality and productivity KPIs, partner with CS Operations and SMEs, and stay vigilant for security risks while representing the bank’s values in a fast-paced environment.

Qualifications

• Minimum 1–2 years in a contact centre or customer service in financial institutions.
• 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.

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 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.

Skills

Customer service

Communication

MS Office & Workspace

Multichannel support

Education

Diploma or higher in any field

Tools

Microsoft Office

Google Workspace

Live chat platforms

Job description

MyValiant in Malaysia is seeking a customer service professional to provide real-time support across voice, chat, email, and social channels. You will assist users with the bank app, follow SOPs, and escalate unresolved issues to the right teams.

You will work toward quality and productivity KPIs, partner with CS Operations and SMEs, and stay vigilant for security risks while representing the bank’s values in a fast-paced environment.