Customer Service Specialist

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

A customer service company in Kuala Lumpur seeks a skilled Customer Service Agent to handle customer inquiries and resolve complaints. Candidates must have at least 1 year of experience in customer service, preferably in the banking or financial sector. Proficiency in Mandarin is essential, with English as an advantage. The role requires strong problem-solving abilities, excellent time management, and the willingness to work shifts in a dynamic environment. Knowledge of the latest products and services is crucial for effective support.

Qualifications

• Minimum 1 year of customer service experience in banking or finance.
• Excellent verbal and written communication in Mandarin.
• Willingness to work in shifts for 24x7 operations.

Responsibilities

• Attend to customer inquiries/issues through various channels.
• Handle complaints and conduct investigations on issues.
• Liaise with internal and external teams regarding complaints.

Skills

Customer service skills

Verbal and written Mandarin

Proficiency in English

Time management

Problem-solving

Ability to multi-task

Education

SPM or Diploma or Degree in any related field

Job description

Attend to all inquiries/issues from global customers through multiple supported channels, e.g. email, LiveChat, etc.

Handle customer's complaints and conduct comprehensive investigations using various tools. Accountable for each research/investigation outcome is documented and store in the designated location.

Liaise with both internal & external team to handle complaints and feedback related to our products and services, e.g. website, platforms, etc.

Maintain up-to-date knowledge about the company's latest products & services as well as the industry’s trends to better support customers.

Escalate any queries or unresolved matters that are unable to complete within the agreed procedure to line manager or higher, as per the operational escalation matrix.

What you'll need

SPM or Diploma or Degree in any related field.

Minimum 1 year of experience related to customer service experience in the banking or financial sector.

Excellent verbal and written in Mandarin to effectively communicate with Mandarin-speaking clients.

Proficiency in English language will be an added advantage.

Willing to work according to shift schedule to support 24x7 operations.

Strong people skills: Ability to navigate difficult situations and stay calm when under pressure.

Solution mindset: Passionate in finding right solution(s) for the customer, and resolve the issue by overcoming obstacles; good cost-efficient decision making.

Excellent time management: Ability to multi-task to solve customer's issues/queries, while able to deliver the assigned task in a timely manner.

Quick learner: Ability to ramp up quickly and act on feedback constructively.