Customer Support Executive - Analyst

TopNotch HR Consulting Firm; Kuala Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading HR consulting firm in Kuala Selangor is seeking experienced customer support professionals for 24/7 service across multiple channels. Responsibilities include providing excellent customer service, resolving issues, and contributing to service quality audits. Candidates should have at least 2 years of experience, strong English communication skills, and proficiency in tools like Microsoft Office and CRM software. This role requires flexibility, attention to detail, and a customer-centric approach.

Qualifications

• Minimum 2 years experience in customer service or contact centre.
• Ability to work on weekends and rotational shifts.
• Familiarity with social media platforms and digital tools.

Responsibilities

• Provide real-time, human-assisted customer support.
• Take ownership of customer issue resolution.
• Gather feedback from customers and report on issues.

Skills

Customer service experience

Excellent spoken and written English communication

Typing speed of at least 60 words per minute

Strong attention to detail

Education

Diploma in any relevant field

Tools

Microsoft Office (Excel, PowerPoint, Word)

Microsoft CRM

Zendesk

Livechat

Job description

TopNotch HR Consulting Firm – Kuala Selangor, Selangor

• Provide real-time, human-assisted customer support across all Digibank owned channels, including voice, live chat, email, and social media.
• Promote and enhance digital self-help experiences through Help Centre FAQs.
• Take ownership of customer issue resolution, ensuring effective follow-through and escalation when necessary.
• Meet both individual and team qualitative and quantitative customer experience performance metrics.

Day-to-Day Activities:

• Provide high-quality 24/7 customer support via voice, digital, and chat channels.
• Perform 1st-level investigation and escalate issues to relevant teams for root cause analysis and speedy resolution.
• Gather feedback from customers, report on front-line issues such as application failure, transaction issues, and product inquiries.
• Be a fast learner, adapting to new processes related to product launches, system enhancements, and project optimization.
• Contribute to market research, service quality audits, and provide data analytics and project reports as needed.

Must-Haves:

• At least 2 years of experience in any service industry, preferably in Customer Service/Contact Centre in the banking or financial industry.
• Ability to work on weekends and rotational shifts.
• Excellent spoken and written English communication skills.
• Typing speed of at least 60 words per minute.
• Familiarity with social media platforms, digital tools, and quick to learn new tools.
• Experience with Microsoft CRM, Zendesk, Livechat, and digital servicing channels is an advantage.
• Proficiency in Microsoft Office tools (Excel, PowerPoint, Word).
• Strong attention to detail, customer-centric approach, and excellent organizational skills.
• Must possess at least a Diploma in any relevant field.

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