Customer Service - Inbound

Job Brief – Customer Service (Banking Industry)

Hi, sharing the job details for your reference:

Location: Klang Valley

Salary Package:

• Diploma / SPM / STPM: RM3,000 + allowances
• Degree: RM3,300 + allowances
• Completion Bonus: RM1,500
• OT Pay: Applicable
• Public Holiday Pay: Applicable

Contract Duration:

• 6 months contract
• Potential conversion to permanent or contract renewal based on performance

Requirements:

• Minimum 1 year Customer Service experience (any industry)
• Able to communicate in English & Bahasa Malaysia (Mandarin is an added advantage)

Working Hours:

• 9 hours per shift
• Rotational shift
• Earliest start: 8:00 AM
• Latest start: 2:00 PM
• 8 days off per month

Break Time:

• Meal Break: 1 hour total
• 45 minutes + 15 minutes
• Comfort Break: 15 minutes

Training:

• 3 weeks training
• Training hours: 8:45 AM – 5:45 PM
• Covers theory & system training

KPI Measurement:

• Call Quality
• Average Handling Time
• Customer Survey
• Attendance
• Complaints

(No sales incentive)

Interview Process:

1. Assessment (40 minutes)

• Simple Mathematics (MCQ & subjective)
• English essay writing

1. Interview with Hiring Manager

• Simple role play (example scenario: customer lost credit card)

Interview Schedule:

• Monday & Wednesday
• 10:00 AM – 12:00 PM
• 1:00 PM – 3:00 PM

Feedback Timeline:

• Within 1 day

Onboarding:

• Background check conducted by the bank

Dress Code:

• Interview: Formal attire required
• Working: Monday – Formal, other days Smart Casual

KPI Measurement:

• Call Quality
• Average Handling Time
• Customer Survey
• Attendance
• Complaints

• Annual Leave
• Medical and Hospitalisation Leave
• SOCSO
• EPF
• EIS
• Medical Insurance
• Training Provided
• Overtime Pay