Customer Service Agent (Digital Banking Project) - Bilingual Mandarin Speaker

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 33,000 - 39,000; Full time

Benefits offered by this job

Night shift allowance

Mandarin language allowance

Job summary

TRANSCOSMOS (MALAYSIA) SDN. BHD. is hiring a Call Centre Agent for a Digital Banking project supporting the Singapore market.

You will handle inquiries via phone, chat and email, resolve issues, and provide accurate information on digital banking services. Work 24/7 rotating shifts with weekends and holidays. Diploma holders or SPM with experience may apply; English fluency is required and Mandarin is a plus.

Qualifications

• Diploma minimum; SPM holders with strong communication skills may apply.
• Minimum 1 year of customer service experience in a contact centre; banking/fintech/insurance preferred.
• Fluent in English; Mandarin is an added advantage.

Responsibilities

• Serve as primary contact for customers across calls, live chat, and email.
• Assist with login issues, transfers, payments, accounts, credit cards and fraud-related inquiries.
• Provide solutions and follow up to ensure timely resolution.
• Achieve individual and team KPIs for service levels, quality and satisfaction.
• Escalate complex cases to relevant teams (technical issues, disputes, suspected fraud).
• Maintain accurate records of interactions and update systems.
• Ensure compliance with internal policies and data confidentiality.
• Support outbound communications as required (follow-ups, verifications, reminders).
• Perform other duties as assigned by management.

Skills

English fluency

Mandarin advantage

Customer service

Multitasking

Education

Diploma or equivalent

SPM holders welcome

Job description

Customer Service Agent (Digital Banking Project) -Immediate Hiring

Position Title : Call Centre Agent (Digital Banking- Supporting Singapore Market)

Intake: 12th October 2026

Salary: 3000-3500 basic + upto 300 Night shift Allowance+ KPI Incentive (Depending on experience)

Extra RM 500 Language Allowance for those whom ABLE TO SPEAK MANDARIN LANGUAGE)

Shift: 24/7 rotational shift, rotational offdays

As a Call Centre Agent, you will be the main point of contact for customers, ensuring they receive exceptional service and support. Your role will involve responding to customer inquiries across multiple channels, resolving issues, and providing accurate information related to digital banking services, while maintaining a positive and professional demeanour.

B. Key Responsibilities

• Serve as the primary point of contact for customers, handling interactions across multiple channels including calls, live chat, and email.
• Assist customers with account-related matters such as login issues, navigation, fund transfers, payment inquiries, as well as accounts, credit card services, and fraud/scam-related cases, including scam intervention support and guidance on next steps.
• Provide appropriate solutions and alternatives in a timely manner, and follow up with customers to ensure resolution.
• Achieve individual and team Key Performance Indicators (KPIs) such as service levels, quality, and customer satisfaction.
• Escalate complex cases (e.g. technical issues, disputes, or suspected fraud) to the relevant teams.
• Maintain accurate records of customer interactions and update systems accordingly.
• Ensure compliance with internal policies, communication procedures, and data confidentiality requirements.
• Support outbound communications where required (e.g. follow-ups, verification, reminders).
• Perform other related duties as assigned by management.

C. Qualifications

• Educational Background: Minimum Diploma in any field. SPM holders with strong communication skills and relevant working experience are also encouraged to apply.
• Experience: Minimum 1 year of customer service experience in a contact centre environment. At least 1 year experience in the financial services industry (e.g. banking, digital banking, fintech, or insurance) is required.
• Communication: Fluent in spoken and written English; proficiency in Mandarin is an added advantage.
• Customer-Oriented: Empathetic, patient, and responsive to customer needs.
• Multitasking: Able to manage multiple service requests and follow-ups efficiently.
• Problem Solving: Able to identify issues and coordinate with internal teams for timely resolution.
• Attention to Detail: Able to handle sensitive financial information with accuracy and care.
• Others: Comfortable handling high-volume interactions across calls, chat, and email.
• Willing to work on 24/7 rotational shifts, including weekends and public holidays.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Facilities Management & Outsourced Services 1,001-5,000 employees

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.

What can I earn as a Customer Service Representative