Customer Service Officer (Fintech industry)

Job Summary

Responsible for managing customer enquiries, loan application status updates, account-related issues, and complaints through phone, WhatsApp, and email channels. Ensures service delivery complies with company policies as well as BNM and KPKT service standards, while serving as the primary point of contact for customers.

Key Responsibilities

• Handle customer enquiries via phone, WhatsApp, and email regarding loan applications, repayments, account maintenance, and related matters.
• Provide accurate and professional responses based on approved service guidelines in both Bahasa Malaysia and English.
• Record, monitor, and follow up on customer complaints, escalating unresolved cases according to established procedures.
• Assist customers with KYC documentation, repayment arrangement updates, account changes, and other service-related requests.
• Maintain accurate records of customer interactions in the CRM or ticketing system.
• Ensure the proper handling of customer information in compliance with PDPA, Consumer Credit Act 873, and other regulatory requirements.
• Support ad hoc assignments, including customer satisfaction surveys and follow-up activities.
  
  

Requirements

• Diploma or bachelor's degree in any discipline.
• Minimum 1 year of experience in customer service, contact centre, or call centre environments. Experience in fintech, lending, banking, or e-commerce industries is an added advantage.
• Proficient in Microsoft Office applications and familiar with CRM or ticketing systems.
• Strong communication, interpersonal, and problem-solving skills with the ability to handle challenging customer situations professionally.
• Able to work in a fast-paced environment while maintaining a customer-centric mindset.