Customer Service Analyst

Agensi Pekerjaan Asia Recruit Sdn Bhd; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

Agensi Pekerjaan Asia Recruit Sdn Bhd in Kuala Lumpur is seeking a customer service professional to handle level 1 inbound calls, verify customers, and document interactions. You will follow approved scripts and escalate where needed, delivering confidential, accurate support while meeting quality and productivity targets.

Includes rotating shifts, including weekends and public holidays, with training and coaching to ensure exceptional customer experience across Bahasa Malaysia and English.

Qualifications

• Handle inbound calls professionally, accurately, and within service standards.
• Verify customer identity before processing requests.
• Record complete interaction notes in the customer service system.
• Meet quality, productivity, schedule adherence, and customer experience targets.
• Participate in coaching, quality feedback, product training, and service-improvement activities.

Responsibilities

• Resolve issues at first contact where possible.
• Escalate cases through approved channels.
• Own each interaction from start to finish with handover when needed.
• Apply approved scripts, SOPs, and regulatory controls.
• Maintain customer confidentiality and accurate documentation.
• Contribute to calibrations and service-improvement initiatives.
• Work rotating shifts, including weekends and public holidays.

Skills

Customer service

Communication

Attention to detail

Education

Diploma in Business Administration / Related Field

Tools

CRM systems

Multi-application tools

Job description

The role will handle Level 1 inbound customer calls, providing timely and accurate assistance to address customer enquiries and concerns. Responsibilities include resolving issues at first contact where possible, maintaining customer confidentiality, accurately documenting interactions, and delivering a professional and consistent customer experience.

Job Descriptions

Handle inbound calls professionally, accurately, and within the required service standards.

Perform customer verification before disclosing information or processing any request.

Identify correct type of case and escalate cases promptly through the approved channel.

Record complete and accurate interaction notes, case classifications, actions taken, and follow-up requirements in the customer service system.

Take ownership of each interaction through resolution or confirmed handover, minimising unnecessary transfers and repeat contacts.

Apply approved scripts, standard operating procedures, knowledge articles, and regulatory controls consistently.

Meet individual performance standards for quality, productivity, schedule adherence, attendance, and customer experience.

Participate in coaching, quality feedback, product training, calibration, and service-improvement activities.

Job Requirements

Minimum Diploma in Business Administration, Customer Service, Finance, Communications, or a related field.

Preferably at least 1 year of customer service, contact centre, banking, payments, card, or merchant-support experience.

Good spoken and written Bahasa Malaysia and English.

Strong customer-service orientation with the ability to communicate clearly and professionally.

Ability to understand customer needs, investigate issues, and provide accurate solutions within approved guidelines.

Comfortable using customer-service systems, digital tools, and multiple applications during live calls.

Strong attention to detail, particularly for customer verification, case documentation, and transaction-related enquiries.

Ability to remain calm and demonstrate sound judgement when handling difficult or sensitive conversations.

Basic knowledge of fraud, dispute, compliance, data privacy, and escalation requirements is an advantage.

Willingness to work on rotating shifts, including weekends, public holidays, and overnight coverage where required.