Customer Support Analyst

Zom-In; Selangor; On-site; MYR 33,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Opportunities for promotion

Job summary

MyValiant in Malaysia is seeking a frontline Customer Service Associate to provide real-time support across voice, live chat, email and social channels for L1 and L2 inquiries. The role requires a Diploma or higher and 1–2 years in a contact centre or financial services.

You will help customers use the bank's mobile app, escalate issues per SOPs, and meet KPIs while staying vigilant for security risks. The position offers weekends/public holiday shifts in a 24/7 rotation.

Qualifications

• 1–2 years in a contact centre or customer service in financial sector.
• Diploma or higher in any field.
• Experience with live chat and digital servicing platforms is an added advantage.
• Proficient in required language(s).
• Open to flexible shift work, including weekends and public holidays.
• Strong customer focus and quality service.
• Detail-oriented with good follow-through and problem-solving.
• Able to manage high volumes of enquiries with regular updates to management.
• Proficient in Microsoft Office and Google Workspace.
• Able to work in 24/7 rotational shift.

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.

Skills

Customer service

Multichannel support

Communication skills

Self-motivated

Attention to detail

Education

Diploma or higher

Tools

MS Office

Google Workspace

Live chat platforms

Job description

• 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).
• Able to work in 24/7 rotational shift.

Job Types: Permanent, Contract

• Health insurance
• Opportunities for promotion

About Company

MyValiant

Technology

As an adventurous person, Ezra Tan has involved in various industries including exploring new boundaries and empowering people to achieve their goals through innovation and collaboration.