Analyst, Customer Service

• Handle inbound calls professionally, accurately, and within the required service standards.
• Perform customer verification before disclosing information or processing any request.
• Identify correct type of case and escalate cases promptly through the approved channel.
• Record complete and accurate interaction notes, case classifications, actions taken, and follow-up requirements in the customer service system.
• Take ownership of each interaction through resolution or confirmed handover, minimising unnecessary transfers and repeat contacts.
• Apply approved scripts, standard operating procedures, knowledge articles, and regulatory controls consistently.
• Meet individual performance standards for quality, productivity, schedule adherence, attendance, and customer experience.
• Participate in coaching, quality feedback, product training, calibration, and service-improvement activities.

QUALIFICATIONS (Experience, Skills / Knowledge)

• Minimum Diploma in Business Administration, Customer Service, Finance, Communications, or a related field.
• Preferably at least 1 year of customer service, contact centre, banking, payments, card, or merchant-support experience.
• Good spoken and written Bahasa Malaysia and English.
• Strong customer-service orientation with the ability to communicate clearly and professionally.
• Ability to understand customer needs, investigate issues, and provide accurate solutions within approved guidelines.
• Comfortable using customer-service systems, digital tools, and multiple applications during live calls.
• Strong attention to detail, particularly for customer verification, case documentation, and transaction-related enquiries.
• Basic knowledge of fraud, dispute, compliance, data privacy, and escalation requirements is an advantage.
• Willingness to work on rotating shifts, including weekends, public holidays, and overnight coverage where required.

Working hours: Start as early as 7am and ends as late as 10pm, for starting will be 3 shifts

• 7am - 4pm
• 11am- 8pm
• 1pm - 10pm

Pay: RM2,400.00 - RM3,000.00 per month

Work Location: In person