Customer Service & Operations Associate

Asia Digital Bank Ltd.; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Asia Digital Bank Ltd. in Kuala Lumpur, Malaysia, is seeking an Operations Associate to manage daily system operations and respond to customer inquiries.

You will assist KYC onboarding, engage customers to improve satisfaction, and optimize service processes to boost transaction success rates. The role requires a Bachelor's degree or higher, 1+ year in customer service, and strong English and Chinese communication skills.

Qualifications

• Bachelor's degree or above required.
• At least 1 year of experience in customer service.
• Excellent interpersonal and communication skills.
• Fluent in English and Chinese.

Responsibilities

• Manage daily operations of the operating system and provide daily report.
• Address customer inquiries and challenges in system operations in a timely and professional manner.
• Assist and execute Know Your Customer (KYC) and customer onboarding processes.
• Proactively engage customers to enhance their usage and satisfaction with bank products.
• Optimize internal customer service processes to improve transaction success rates.
• Research, evaluate, and redesign processes to improve service quality.
• Maintain customer data in relevant systems to ensure accurate records.

Skills

Interpersonal communication

English and Chinese communication

Problem solving under pressure

Mediating customer feedback

Education

Bachelor's degree or above

Job description

Location: Kuala Lumpur, Malaysia
Number of Position Openings: 1

Job Descriptions:

• Manage daily operations of the operating system and provide daily report.
• Timely and professionally address customer inquiries and challenges in system operations.
• Assist and execute "Know Your Customer" (KYC) and customer onboarding processes.
• Proactively engage and communicate with customers to enhance their usage and satisfaction with bank products.
• Optimize internal customer service processes to improve the success rate of all customer transaction plans.
• Establish a better service system by researching, evaluating, and redesigning processes to improve the quality of customer service.
• Maintain customer data in relevant systems to ensure complete, accurate, and consistent records for each customer.

Job Requirements:

• Possess a Bachelor's Degree or above.
• At least 1 year of experience in the customer service field.
• Excellent interpersonal and communication skills.
• Amiable and understanding. Experience in mediating and resolving negative customer feedback.
• Ability to work under pressure in a fast-paced environment, effective decision making and problem-solving skills.
• Excellent written and verbal communication skills in English and Chinese.

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