Bank Live Chat Officer

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia HiredSearch Full time 3,600 - 4,800 per year

Job Responsibilities:

  • Respond to customer inquiries and resolve concerns efficiently through live chat, ensuring prompt and accurate responses in line with company standards.
  • Provide expert assistance on various Banking and Cards products, services, and account-related inquiries.
  • Manage multiple chat interactions simultaneously, maintaining high-quality and personalized service for each customer.
  • Perform outbound and inbound calls when required to ensure comprehensive customer support.
  • Adhere to established company policies, procedures, and regulations, including compliance requirements for the financial industry.
  • Document all customer interactions and resolutions in the CRM system, ensuring accuracy and completeness of records.

Job Requirements:

  • Must Have Minimum of 1 year of customer service experience in Live Chat. Contact center experience is highly preferred.
  • At least a recognized Diploma with 2 years of working experience OR SPM / STPM or equivalent certificate holders with at least 5 years of work experience in CS OR Degree holders with live chat experience are welcome to apply.
  • Exceptional proficiency in a written English, with attention to grammar,
  • Hands-on experience with CRM platforms to document and track customer interactions.
  • Telephony tools: Proficiency with contact centre telephony systems or equivalent communication platforms used in customer support environment.
  • High typing speed with excellent accuracy and attention to detail.
  • Ability to manage multiple chat conversations efficiently while maintaining quality service and ability to work independently
  • Ability to work on a 24/7 shift including weekends and Public Holidays on rotational basis

Additional Info:

  • Earliest shift start at 7am. Latest shift end by 3am (For Senior Officer)
  • 9.5 hours per shift including 1 hour break + 0.5 hours comfort break
  • 2 days off per week (Most probably to be arrange 2 days continuous but may be split too)
  • 8.5 hours shift – Work 5.5 days (Mon-Fri 8.5hours; Sat 5 hours)
  • Location: Walking Distance from Ampang Park station
  • 1 month classroom training (Mon – Fri, 9am – 6.30pm) Mandatory attendance

Hiring Process: CV Submission → Online Assessment → HR & HM Online Interview → Offer Process

Benefits:

  • PERMANENT Role - Basic is up to RM4,000
  • 21 days Annual Leave
  • 14 days Medical Leave
  • Medical & Insurance coverage (including Immediate Family)
  • RM25 per day → Transport Allowance (start anytime before 7am / end after 12am)
  • RM350 Shift Allowance/ up to RM900 if night shift (per month)
  • Quarterly KPI Incentives (up to RM2,000)
  • Dental & Optical RM400 per annum
  • OT is claimable upon approval
  • Double Pay on Public Holiday
  • Performance Bonus and Salary Review in March

Job Type: Full-time

Pay: RM3, RM4,000.00 per month

Benefits:

  • Maternity leave
  • Meal allowance
  • Professional development

Application Question(s):

  • What's your expected salary?
  • What's your current salary?
  • What is your daily live chat volume?

Education:

  • STM/STPM (Required)

Experience:

  • Live Chat work: 1 year (Required)

Work Location: In person

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