Call Center Agent (Banking Industry)

We are looking for a dedicated and customer-focused Call Centre Agent to join our team. In this role, you will be the primary point of contact for customers, delivering exceptional service and support across multiple channels. You will assist with inquiries related to digital banking services, resolve issues efficiently, and ensure a positive customer experience at every interaction.

Key Responsibilities

• Act as the main point of contact for customers via phone, live chat, and email
• Assist with account-related inquiries, including login issues, navigation, fund transfers, and payments
• Support customers with deposit accounts, credit card services, and fraud or scam-related concerns, including guidance on next steps
• Provide timely and effective solutions, ensuring issues are resolved and followed up appropriately
• Meet individual and team KPIs, including service levels, quality standards, and customer satisfaction targets
• Escalate complex cases such as technical issues, disputes, or suspected fraud to the relevant teams
• Maintain accurate records of customer interactions and update internal systems accordingly
• Ensure compliance with company policies, procedures, and data confidentiality standards
• Support outbound communications such as follow-ups, verifications, and reminders when required
• Perform other duties as assigned by management

Qualifications & Requirements

Education

• Minimum Diploma in any field; SPM holders with relevant experience and strong communication skills are encouraged to apply

Experience

• At least 1 year of customer service experience in a contact centre environment
• Minimum 1 year of experience in financial services (e.g. banking, digital banking, fintech, or insurance)

Skills

• Excellent communication skills in spoken and written English (Mandarin proficiency is an advantage)
• Strong customer service mindset with empathy and patience
• Ability to multitask and manage multiple inquiries efficiently
• Good problem-solving skills with the ability to coordinate across teams
• High attention to detail, especially when handling sensitive financial information

Additional Requirements

• Comfortable handling high-volume interactions across calls, chat, and email
• Willing to work on a 24/7 rotational shift schedule, including weekends and public holidays
• Location : Sunway Visio Tower, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpur.

Pay: RM2,800.00 - RM3,800.00 per month

Benefits

• Dental insurance
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance

Application Question(s)

• Could you please let us know your notice period and earliest joining date?

Experience

• Customer service: 1 year (Required)
• Banking: 1 year (Required)

Work Location: In person