Customer Support Analyst

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

Job summary

A leading financial service provider in Kuala Selangor is seeking a customer support representative. The role demands 1-2 years of experience in a customer service setting, preferably within banking or financial services. Responsibilities include real-time support via voice, live chat, and email, assisting with mobile app issues, and achieving performance KPIs. The ideal candidate should possess strong problem-solving skills and be comfortable with flexible shifts.

Qualifications

• Minimum 1-2 years of experience in a customer service role.
• Strong customer focus with a passion for delivering quality service.
• Able to manage high volumes of enquiries.

Responsibilities

• Provide real-time customer support across multiple channels.
• Assist customers in using the Bank’s mobile application.
• Collaborate closely with CS Operations and SMEs.

Skills

Customer service experience

Proficiency in required languages

Problem-solving skills

Microsoft Office proficiency

Google Workspace proficiency

Education

Diploma or higher in any field

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).