About the role
Customer Service Executive (Financial Services) | Call Centre | 12-Month Renewable Contract
Looking to grow your career in the financial services industry? Join our customer service team and support customers through phone, email, and live chat while developing valuable experience in a professional contact center environment.
Employment Details
- Contract: 12-Month Renewable Contract
- Location: Mid Valley, Kuala Lumpur
- Working Hours: 5-day work week, 24/7 rotational shifts (including weekends & public holidays)
- Convenient Location: Walking distance to LRT & KTM stations
Salary & Benefits
- Basic Salary: RM2,500/month (Non-negotiable)
- Fixed Allowance: RM100/month
- Performance Incentive: Up to RM2,550/month (Performance-based, inclusive of applicable night shift allowance)
- EPF & SOCSO contributions
Key Responsibilities
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Handle customer enquiries via live chat, inbound/outbound calls, and email.
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Resolve first-level (L1) customer enquiries, including:
- Product and service information
- Transaction status enquiries
- Account-related assistance and general FAQs
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Follow established SOPs, workflows, and communication guidelines to deliver consistent customer service.
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Identify and escalate complex cases, including:
- Disputes and chargebacks
- Account restrictions and fraud-related cases
- KYC and verification issues beyond L1 scope
- Complex complaints requiring further investigation
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Ensure complete and accurate documentation when escalating cases to L2/L3 support teams.
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Maintain accurate ticket logging, categorization, and case tracking.
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Meet individual and team KPIs, including SLA, AHT, quality, and productivity targets.
Requirements
- 1–2 years of Customer Service, Contact Centre, or BPO experience.
- Good communication skills in English and Bahasa Malaysia.
- Comfortable handling customer enquiries through chat, phone, and email.
- Able to work in a structured environment and follow SOPs closely.
- Willing to work rotational shifts, including nights, weekends, and public holidays.
- Flexible to support ad-hoc shift changes based on business requirements.
Apply Now
Submit your application through Job Street or email your resume, quoting the job title, to:
timothy.sauh@cornerstoneglobalpartners.com
Only shortlisted candidates will be contacted.
Timothy Sauh
Cornerstone Global Partners Pte Ltd
EA Licence No.: 19C9859
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