Customer Service Executive

MyValiant; Kuala Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A financial services provider in Malaysia is seeking a Customer Support Representative to deliver real-time support across various channels. The ideal candidate will have 1-2 years of experience in customer service, preferably within the financial sector, and must hold a diploma or higher. Responsibilities include assisting customers with the mobile application, achieving KPIs, and collaborating with internal teams to enhance service quality. Flexibility in work hours, including weekends, is essential.

Qualifications

• Minimum 1-2 years of experience in a Contact Centre or Customer Service role.
• Experience with live chat and digital servicing platforms is a plus.
• Open to flexible shift work, including weekends and public holidays.

Responsibilities

• Provide real-time customer support across multiple channels.
• Assist customers in using the Bank’s mobile application.
• Achieve individual and team performance KPIs.
• Collaborate closely with CS Operations and SMEs.

Skills

Customer service orientation

Problem-solving skills

Attention to detail

Proficiency in Microsoft Office

Proficiency in Google Workspace

Education

Diploma or higher

Job description

• 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 1-2 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).

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