• Answering incoming calls, responding to live chat inquiries, and emails from customers related to digital banking products and services professionally and courteously.
• Providing accurate information and resolving customer issues related to digital banking products and services.
• Maintaining a high level of product knowledge to effectively support customer need
• Ensuring timely and accurate documentation of all customer interactions in the company's CRM system.
• To meet the Key Performance Indicator (KPI) monthly.
• Collaborating with cross-functional teams to improve processes and customer experience.
• Demonstrating empathy and understanding when dealing with customers.
• Assisting customers with online banking, mobile banking, and other digital banking related inquiries.
• Respond to customer inquiries via email in a timely and professional manner.

• Possess a Diploma or Degree in related fields.
• Minimum of 1-2 years of customer service experience in a contact center environment.
• Have a minimum of 1 year of experience in the Financial Services industry (e.g., Banking or Insurance).
• Excellent verbal and written communication skills in English is mandatory.
• The ability to speak in Mandarin will be an added advantage.
• Strong interpersonal skills and the ability to build rapport with customers.
• Ability to work in a fast-paced environment and handle high call volumes, live chat inquiries, and emails.
• Proficient in Microsoft Office and experience working with CRM systems.
• Familiarity with digital banking products and services.
• Ability to work flexible hours, including weekends (24/7)