English Digital Bank Customer Service

KAALI HR; Petaling Jaya; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading company in customer service in Petaling Jaya, Malaysia, is looking for a Customer Service Representative. You will handle inbound calls, live chat inquiries, and provide support for digital banking products. The ideal candidate will have a Diploma or Degree, along with 1-2 years of experience in a contact center. Strong communication and interpersonal skills are required. This is a 5-day work week role, offering a range of benefits including attendance and shift allowances.

Benefits

Near LRT/MRT

Attendance allowance

KPI Allowance

Shift Allowance

Qualifications

• Minimum 1-2 years of customer service experience in a contact center environment.
• Excellent English communication skills are mandatory.
• Ability to work flexible hours, including weekends.

Responsibilities

• Answer incoming calls and respond to live chat inquiries and emails.
• Provide information and resolve customer issues professionally.
• Document all customer interactions in the CRM system.

Skills

Customer service experience

Verbal and written communication

Interpersonal skills

Proficiency in Microsoft Office

CRM systems experience

Digital banking knowledge

Education

Diploma or Degree in related fields

Job description

Requirements

• Possess a Diploma or Degree in related fields.
• Minimum of 1-2 years of customer service experience in a contact center environment.
• Preferably has experience in the Financial Services industry (e.g., Banking or Insurance).
• Excellent verbal and written communication skills in English is mandatory.
• Strong interpersonal skills and the ability to build rapport with customers.
• Ability to work in a fast-paced environment and handle high call volumes, live chat inquiries, and emails.
• Proficient in Microsoft Office and experience working with CRM systems.
• Familiarity with digital banking products and services.
• Ability to work flexible hours, including weekends (24/7).

Responsibilities

• Answering incoming calls, responding to live chat inquiries, and emails from customers related to digital banking products and services professionally and courteously.
• Providing accurate information and resolving customer issues related to digital banking products and services.
• Maintaining a high level of product knowledge to effectively support customers’ needs.
• Ensuring timely and accurate documentation of all customer interactions in the company's CRM system.
• Meeting the Key Performance Indicator (KPI) monthly.
• Collaborating with cross-functional teams to improve processes and customer experience.
• Demonstrating empathy and understanding when dealing with customers.
• Assisting customers with online banking, mobile banking, and other digital banking related inquiries.
• Responding to customer inquiries via email in a timely and professional manner.

Benefits

• Near LRT/MRT
• Attendance allowance
• 5 days a week
• KPI Allowance
• Shift Allowance