Customer support agent

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

Job summary

A financial service provider in Kuala Selangor seeks a Customer Support Specialist to provide multi-channel support, assist customers with mobile applications, and maintain service standards. Candidates should have 1-2 years of experience in a Contact Centre role within financial institutions, hold a Diploma or higher, and be skilled in Microsoft and Google tools. The role requires flexibility in shifts and a strong customer-focused approach, ensuring quality service in a dynamic environment.

Qualifications

• 1-2 years of experience in a Contact Centre or Customer Service role within financial institutions.
• Experience with live chat and digital servicing platforms is an added advantage.
• Open to flexible shift work, including weekends and public holidays.

Responsibilities

• Provide real-time customer support across multiple channels.
• Assist customers using the Bank’s mobile application.
• Collaborate with CS Operations and Subject Matter Experts.
• Report risks and security concerns.

Skills

Customer focus

Problem-solving

Detail-oriented

Communication skills

Ability to manage enquiries

Education

Diploma or higher in any field

Tools

Microsoft Office (Excel, PowerPoint, Word)

Google Workspace (Docs, Sheets, Slides)

Job description

Responsibilities

• Provide real-time customer support across multiple channels (voice, live chat, email, social media) for L1 and L2 enquiries.
• Assist customers in using the Bank’s mobile application and resolve issues in line with SOPs and resolution protocols.
• Escalate issues to relevant internal/external teams when necessary for resolution.
• Achieve individual and team performance KPIs (quality and productivity).
• Collaborate closely with CS Operations and Subject Matter Experts (SMEs) to support customer service initiatives.
• Stay alert to risks, security concerns, and fraud indicators, and report accordingly.
• Adapt and reprioritize tasks effectively in a dynamic, fast-paced environment.
• Represent and uphold the Bank’s values and service standards at all times.

Requirements

• Minimum 1-2 years of experience in a Contact Centre or Customer Service role within financial institutions (e.g., banks, payment platforms, e-wallets, card services).
• Diploma or higher in any field.
• Experience with live chat and digital servicing platforms is an added advantage.
• Proficiency in required language(s) for this role.
• Open to flexible shift work, including weekends and public holidays.
• Strong customer focus with a passion for delivering quality service.
• Detail-oriented with excellent follow-through and problem-solving skills.
• Self-motivated and capable of working under minimal supervision.
• Able to manage high volumes of enquiries and provide regular updates to management.
• Proficient in Microsoft Office (Excel, PowerPoint, Word) and Google Workspace (Docs, Sheets, Slides).