Customer Service Officer (Contract)

CIMB; Johor; On-site; MYR 30,000 - 42,000; Full time

Job summary

CIMB Group is seeking a Customer Service Officer (Contract) based in Johor, Malaysia. The role involves handling inquiries via phone, email, and in person, and providing information on banking products and services.

You will process basic transactions, maintain records, and escalate complex issues to appropriate teams in a fast-paced branch or contact center. The ideal candidate has strong customer service skills, excellent English, and may have Bahasa Malaysia proficiency.

Qualifications

• Strong customer service skills with empathy and problem-solving abilities.
• Clear spoken and written English; Bahasa Malaysia and other local languages are advantageous.
• Ability to work in high-volume, fast-paced environments with attention to detail.
• Basic knowledge of banking products, services and regulatory requirements; quick learner.

Responsibilities

• Respond to customer inquiries via phone, email, and in person.
• Provide clear information on banking products, services, and procedures.
• Process basic banking transactions and escalate complex issues to relevant teams.
• Maintain accurate records of customer interactions and adhere to policies.
• Meet service quality and productivity targets in a branch or contact center setting.

Skills

Customer service

Active listening

Communication skills

Teamwork

English language

Education

Diploma or equivalent

Tools

CRM systems

Job description

Company Description

CIMB Group is a leading ASEAN universal bank and one of the largest Asian investment and Islamic banks. Headquartered in Kuala Lumpur, Malaysia, CIMB offers consumer, commercial, wholesale, Islamic banking, and asset management products and services. As the fifth largest banking group in ASEAN, the Group employs over 36,000 team members across 16 locations in ASEAN, Asia, and beyond. CIMB Bank and CIMB Islamic Bank are members of PIDM, reflecting strong regulatory oversight and customer protection. Candidates joining CIMB can expect to work in a regional, fast-paced financial services environment with opportunities to learn and grow.

Role Description

The Customer Service Officer (Contract) role is an on-site position based in Johore, Malaysia. The officer responds to customer inquiries via phone, email, and in person, providing clear information on banking products, services, and procedures. Daily responsibilities include handling account-related requests, resolving service issues, processing basic transactions, and escalating complex matters to relevant teams. The role also involves maintaining accurate records of customer interactions, adhering to bank policies and regulatory requirements, and meeting service quality and productivity targets. This is a contract role, requiring flexibility, professionalism, and a strong customer-focused mindset in a branch or contact center environment.

Qualifications

• Strong customer service skills, including active listening, empathy, and problem-solving abilities.
• Effective communication skills, with clear spoken and written English; proficiency in Bahasa Malaysia and other local languages is an advantage.
• Ability to work in a high-volume, fast-paced environment while maintaining accuracy and attention to detail.
• Basic knowledge of banking products, services, and regulatory requirements, or willingness to learn quickly.
• Comfort with computer systems, CRM tools, and standard office applications; experience in contact center systems is beneficial.
• Proven teamwork skills and the ability to collaborate with colleagues and supervisors to resolve customer issues.
• Prior experience in customer-facing roles in banking, financial services, or retail is an advantage.
• Minimum diploma or equivalent qualification; higher education in business, finance, or related fields is preferred.
• Willingness to work on-site in Johore and to adhere to shift schedules and operational requirements.