Customer Service Officer

NETS; Kuala Lumpur; On-site; MYR 200,000 - 250,000; Full time

Job summary

NETS is looking for a dedicated Customer Service Executive to join their team in Kuala Lumpur. The role involves resolving customer queries through various channels while ensuring a high level of service. The ideal candidate will have a minimum diploma and 2-3 years of relevant experience in customer service or a contact center, along with strong communication and problem-solving skills.

Qualifications

• 2-3 years of relevant contact center/customer service experience in a financial institution.
• Proficiency in local languages/dialects is an advantage.
• Able to work independently and as part of a team.

Responsibilities

• Handle and resolve all customer queries received via phone or email effectively.
• Ensure all customer queries and follow-up interactions are logged into CRM accurately.

Skills

Communication Skills

Problem-Solving

Education

Minimum Diploma

Job description

About NETS

The NETS Group is a leading payments services group, enabling digital payments for merchants, consumers and banks across the entire payments value chain.

The Group operates Singapore’s national debit scheme enabling customers of DBS Bank/POSB, HSBC, Maybank, OCBC Bank, Standard Chartered Bank and UOB to make payments using their ATM cards or mobile devices at more than 120,000 acceptance points in the country as well as online payments.

Position Summary

The NETS Customer Service Team operates from 9AM to 9PM daily and is the key point of contact for our customers on their queries with regards to the company’s products and services.

As part of this team, he/she will contribute significantly to the overall service experience of our customers by delivering excellent service in a prompt and professional manner via the various communication channels available.

Responsibilities

• Handle and resolve all customer queries received via phone or email effectively and promptly

• Where first call resolution is not possible, follow up closely with internal parties for required resolution before reverting to the customer

• Ensure that all customer queries and any follow-up interactions are logged into CRM accurately and timely

• Achieve individual and team goals

• Proactive escalate query trends or potential issues to team lead/manager

• Perform other assigned duties and/or project work

Requirements

• Minimum Diploma or equivalent with 2-3 years of relevant Contact Centre / customer servicing experience in Financial Institution and/or Banking

• Proficiency in local languages/dialects will be an advantage

• Possess strong communication skills

• Passion for problem-solving with the ability to identify root causes and pursue effective solutions

• Able to work independently and as part of a team

• Resourceful and able to perform well under pressure

• Fast learner, able to quickly pick up constantly evolving variety of products and services

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