Customer Service Executive, Maybank Group Customer Care (MGCC)

Malayan Banking Berhad (Maybank); Shah Alam; On-site; MYR 24,000 - 40,000; Full time

Job summary

Maybank is seeking a Customer Service Executive for the MGCC in Malaysia. The role requires handling calls and emails, resolving inquiries, and maintaining high service levels while collaborating across teams. A degree or diploma and fluency in English and Bahasa Melayu are essential, with a proactive, customer-focused mindset.

Candidate should be prepared for shift work, including midnight shifts, and maintain professional conduct in line with Maybank's standards.

Qualifications

• Degree or Diploma from a recognized university or college.
• Excellent oral and written communication skills in English and Bahasa Melayu.
• High self-confidence, energetic and pleasant personality.
• Quick learner with strong decision-making abilities.
• Results-driven, self-motivated and team player.

Responsibilities

• Handle inbound and outbound telephone calls and emails with quality service to boost customer satisfaction and loyalty.
• Provide first line of service, ensure expeditious and accurate issue resolution.
• Manage complaints and escalations until resolution.
• Be knowledgeable about Maybank products and systems to assist customers across teams.
• Achieve service levels and adhere to quality guidelines, with cross-support between teams.

Skills

Communication skills

Customer service

Decision making

Teamwork

Education

Bachelor's degree or Diploma

Job description

Customer Service Executive, Maybank Group Customer Care (MGCC)

• Offer a holistic approach to customer service and ensure customer receives engaging experience through quality handling of each inbound and outbound telephone call, and email, which will contribute to increased customer loyalty and overall satisfaction.
• Provide excellent and effective first line of service to customers and ensure expeditious and accurate resolution of issues and enquiries raised by customers.
• Manage complaints, escalations and follow up diligently until customer’s issue is resolved.
• Managing calls for customers which require CSEs to have diversified product & systems knowledge of both teams assigned and serve customers efficiently.
• Complying with shift schedules, compliance to laws, standards set and maintaining personal and overall discipline at work place.
• Ensure calls handled within the targeted Service Level
• Able to trouble shoot client’s enquiry and elevate to the right department
• Adhere to Quality/Transaction Monitoring Guidelines
• Ensure cross support between all inbound and Non-Voice team

Job Requirements :

• Mandatory to work on shift including midnight shift
• Degree or Diploma or its equivalent in any discipline from recognized University
• A good understanding of Maybank products
• Excellence oral and written communication skills in English and Bahasa Melayu
• High self-confidence, energetic, and pleasant personality
• A quick learner and exceptional ability to make decisions.
• Results-driven, self-motivated & enthusiastic to build a good career in Customer Service
• Strong relationship-building skills and a team player
• Team work by involving in team engagement activities

Maybank was incorporated on 31 May 1960 and commenced operations on 12 September 1960. On 17 February 1962, the bank was listed on the Kuala Lumpur Stock Exchange (now known as Bursa Malaysia). Today, it is the largest financial services group in Malaysia. Its extensive products and services include commercial banking, investment banking, Islamic banking, offshore banking, leasing and hire purchase, insurance, factoring, trustee services, asset management, stock broking, nominee services, venture capital and Internet banking.

Maybank was incorporated on 31 May 1960 and commenced operations on 12 September 1960. On 17 February 1962, the bank was listed on the Kuala Lumpur Stock Exchange (now known as Bursa Malaysia). Today, it is the largest financial services group in Malaysia. Its extensive products and services include commercial banking, investment banking, Islamic banking, offshore banking, leasing and hire purchase, insurance, factoring, trustee services, asset management, stock broking, nominee services, venture capital and Internet banking.

What can I earn as a Customer Service Executive