Customer Service Representative

YTL Digital Bank Berhad (Registration No. 202201037182 (1482879-P); Kuala Lumpur; On-site; MYR 33,000 - 51,000; Full time

Job summary

Ryt Bank, an AI-powered digital bank formed under YTL Digital Bank Berhad, invites you to join our customer care team in Kuala Lumpur. Help customers navigate our digital services and contribute to a cutting-edge banking experience.

You will handle inquiries, resolve issues via phone and email, promote self-help tools, and work with sales and cross-functional teams to ensure first-contact resolution and high customer satisfaction. Shift work (24/7) is required.

Qualifications

• Candidate should have at least SPM/diploma or higher with 1 year in a call-center environment or fresh graduates welcome.
• Excellent written and verbal English; additional Malay, Cantonese or Mandarin is a plus.
• Able to work under pressure and coordinate with cross-functional teams.
• Strong proficiency in MS Office and accurate data entry.

Responsibilities

• Handle inbound/outbound inquiries, feedback and provide resolutions via phone or email.
• Promote self-help tools and educate customers on digital services.
• Ensure first-call resolution and timely follow-up with stakeholders.
• Support quality initiatives and assist supervisors in daily plans.

Skills

Customer service

English communication

Shift work

Multilingual

Microsoft Office

Education

SPM / Diploma / Degree

Tools

Microsoft Excel

Microsoft Word

Job description

About the Team

Are you eager to elevate your career to new heights? Join us for an exhilarating opportunity to pioneer our groundbreaking digital bank project, where boundless possibilities await! We're thrilled to extend an invitation for you to join our vibrant team of visionaries, innovators, and trailblazers. You'll collaborate closely with some of the sharpest minds in the industry, operating within a supportive and collaborative environment that fosters creativity and exploration. Your next thrilling adventure awaits with our digital bank project. Join us in shaping the future, today!

Job Description

Handle inbound/outbound enquiries, feedback and provide resolutions to end user and merchant over the phone or via emails relating to renowned product. Provide accurate and efficient support work relating to the renowned products. Ensure targets (customer satisfaction index, first call resolution, productivity) are met. Obtain customer and merchant details to ensure all information are accurately and promptly keyed into database for transaction. Actively promote and educate customers and merchant on the use of self-help and our digital services. Generate interest in new products or services and connect customers and merchant with salesperson or small medium enterprise when required. Ensure first call resolution and effective follow up with stakeholder for case closure in accordance with standard. Collect and record customer and merchant feedback/information and share to Team Leader for proper escalation to appropriate departments for service / product improvement. To assist Team Leaders and Supervisors in executing activities as planned in business and action plan. To handle interaction in a professional manner and achieves quality standard and work with Team Leaders, Supervisors and Quality Assurance Executives on the strategy to improve quality standard that led to excellent customer service; and Able to diagnose technical problems and perform troubleshooting for end user and merchant.

Requirements

• Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or bachelor's degree in any fields or equivalent; Fresh graduates and experienced candidate with a minimum of 1 year of working experience in call center environment (Preferably in ecommerce sector and banking industry); Moderate or Strong knowledge in Microsoft Office programs - proficiency in Microsoft Excel, Microsoft Word.
• Excellent written and verbal communication skills in English, proficiency in other additional languages such as Malay, Cantonese or Mandarin will be an advantage.
• Able to work under pressure.
• Ability to work with cross-functional team to coordinate for desired output.
• Excellent phone disposition.
• Self-motivated, positive attitude and ability to manage multiple tasks in a fast-paced environment.
• Passionate towards customer satisfaction.
• Able to work on shift (24/7); and Able to response customer with written communications, interact with customers to answer questions, solve problems, provide education, create awareness and maintain company's reputation for high-quality service.

JR00000480 Hey Malaysia, we're Ryt Bank-your first AI-powered digital bank! Formed by the consortium of YTL Digital Capital Sdn Bhd and Sea Limited, two of Southeast Asia's leading innovators, we're here to reshape banking in Malaysia. At Ryt Bank, we believe in empowering you with fast, easy, and secure financial solutions that are as inclusive as they are innovative. It's not just about banking- it's about your right to better banking. Operating under YTL Digital Bank Berhad [Reg. No. 202201037182 (1482879-P)], we are fully licensed by Bank Negara Malaysia and Ministry of Finance. Excited? The Ryt Bank app is launching soon. Get ready for a new era of banking- one that is done right!