Customer Support Analyst

2 weeks ago

Petaling Jaya, Selangor, Malaysia ZOM-IN Full time 36,000 - 48,000 per year

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

Job Types: Permanent, Contract

Contract length: 12 months

Pay: RM3, RM4,000.00 per month

Benefits:

  • Health insurance
  • Opportunities for promotion
  • Professional development

Work Location: In person

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