Customer Support

MyValiant; Kuala Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A financial service company in Kuala Selangor is seeking a Customer Support representative to provide human-assisted support across all Digibank channels. The ideal candidate should have at least 2 years in a service industry, excellent communication skills, and a customer-centric approach. Responsibilities include issue resolution, enhancing digital self-help experiences, and gathering customer feedback. A diploma and tech proficiency are required. The role also demands flexibility for weekend and shift work.

Qualifications

• At least 2 years' experience in a service industry.
• Willingness to work weekends and rotational shifts.
• Typing speed of at least 60 words per minute.
• Experience in live chat and/or digital servicing channels is an advantage.

Responsibilities

• Provide real-time human-assisted customer support.
• Promote and enhance digital self-help experience.
• Own customer issue resolution end-to-end.
• Gather feedback from customers and report issues promptly.

Skills

Customer-centric approach

Excellent spoken and written English

Multitasking ability

Organisational skills

Proficiency in digital tools

Education

Diploma in a relevant field

Tools

Microsoft CRM

Zendesk

Livechat

Microsoft Office (Excel, PowerPoint, Word)

Job description

Role Overview

Provide real‑time human‑assisted customer support across all Digibank channels. Handle enquiries and resolve any issues while building a positive customer experience.

Responsibilities

• Promote and enhance digital self‑help experience through the Help Centre FAQs.
• Own customer issue resolution end‑to‑end; ensure effective follow‑through and escalation to internal or external parties as necessary.
• Meet individual and team qualitative and quantitative customer experience performance metrics.
• Guide customers in using the Digibank application and resolve issues according to Standard Operation Procedures (SOP), resolution solutioning and ongoing process improvements.
• Collaborate closely with the CS operations team and SMEs in the delivery of relevant customer support initiatives.
• Be vigilant to spot risks, security or fraud issues throughout the contact with the customer and alert the respective teams as required.
• Provide 1st‑level investigation and timely escalations as required to respective teams to ensure proper root cause analyses, speedy resolution and customer satisfaction.
• Gather feedback from customers, observe and highlight front‑line issues such as application failures, transaction issues, product enquiries and clarifications, and report promptly to the supervisor.
• Be a fast learner to execute new processes related to product launches, tactical campaigns, systems enhancements, process automation or channel optimisation projects.
• Perform ad‑hoc tasks such as market research and service quality audits to improve overall business.
• Provide regular data analytics and project/issue reports to customer support team leads and the Head of Customer Support.
• This is an interim role covering for Digibank Malaysia.

Qualifications & Requirements

• At least 2 years’ experience in a service industry; experience in customer service/contact centre in banking/financial industry is a strong advantage.
• Willingness to work weekends and rotational shifts.
• Excellent spoken and written English to communicate and engage customers.
• Experience in live chat and/or digital servicing channels is an added advantage.
• Typing speed of at least 60 words per minute.
• Proficient with technology in general; familiar with social media platforms and digital tools; a fast learner.
• Experience with Microsoft CRM, Zendesk, Livechat and digital servicing channels is a strong advantage.
• Proficiency in Microsoft Office products such as Excel, PowerPoint, and Word.
• Customer‑centric approach and attention to detail.
• Able to thrive under minimal supervision.
• Outstanding organisational skills and multitasking ability.
• Tertiary education: minimum Diploma in a relevant field.