Customer Service Rep, Banking Industry (ID: 712807)

PERSOL Malaysia; Kuala Lumpur; Hybrid; MYR 54,000 - 90,000; Full time

Benefits offered by this job

Hybrid working arrangement

Rotational shift 24/7

Job summary

PERSOL Malaysia is seeking a Customer Service Representative for the Banking Industry in Kuala Lumpur. You will resolve client queries via inbound channels, support digital initiatives, and ensure adherence to KPIs while maintaining high service quality.

The role requires bilingual communication, experience in customer service or sales, and the ability to work on rotational shifts in a hybrid setup. Fresh graduates are welcome to apply.

Qualifications

• Minimum educational requirement: SPM or equivalent.
• Excellent bilingual communication skills.
• Experience in customer service, client engagement, or sales.

Responsibilities

• Deliver high-quality frontline service for clients by resolving queries across inbound channels in line with KPIs.
• Monitor automated processes and support digital enablement across multi-market systems.

Skills

Bilingual communication

Customer service

Education

SPM or equivalent

Job description

Customer Service Rep, Banking Industry (ID: 712807)

This role delivers high-quality, trusted frontline service for clients by resolving queries in a timely and accurate manner across inbound virtual channels, with minimal hand-offs and in accordance with KPIs. The role supports the function's digital enablement by monitoring automated processes and requests across multi-market systems and ensures timely intervention where required. Requests include account and transaction, card service, wealth management service, personal and contact data service, and password and security service.

Key responsibilities

Deliver a high-quality, trusted frontline service for clients by resolving client queries in a timely and accurate manner across inbound virtual channels, with minimal hand-offs and in accordance with KPIs

Support the function's digital enablement by monitoring the automated processes and requests across multi-market systems and ensure timely intervention where required

Support continuous improvement by tracking and acting on client feedback, service insights and recurring pain points to ultimately enhance the end-to-end client experience

Ensure the function's operational efficiency and a smooth cross-border client experience through product set-up walkthroughs and the documentation process, facilitate documentation signing, and resolve client queries around KYC outreach, transaction confirmation and follow-ups

Oversee and monitor the sales closure (document management, contract signing, product set up status), KYC outreach, and transaction confirmation, ensuring timely intervention where cross-border, market-specific or documentation-related complexities arise

Enhance the client and stakeholder experience, and comply with governance requirements by tracking and raising process gaps, emerging trends and improvement opportunities

Contribute to value creation by supporting service-to-sales opportunities, including documentation support, product set-up walkthroughs and follow-ups initiated through service interactions

Identify clear opportunities to deepen client relationships and route appropriately to specialist channels in line with segment strategy and regulatory requirements

Deliver an efficient and consistent client service through digitally enabled tools and technologies (e.g. CRM systems, agentic AI, speech analytics, guided workflows, insights, quality monitoring)

Maintain strong risk and control discipline by complying with all regulatory, compliance and control requirements including KYC, AML, sanctions, fraud prevention and information security

About you

Minimum Educational Requirement: Sijil Pelajaran Malaysia (SPM) or an equivalent qualification

Excellent bilingual communication skills are required to support the relevant market

Experience in customer service, client engagement, or sales

Experience in banking and/or tele-sales, with exposure to general banking, retail operations, lending products, and audit requirements

Proven ability to work effectively in a deadline- and KPI-driven environment

Ability to work on rotational shift 24/7 with hybrid working arrangement

Fresh Graduates are encouraged to apply