Job Summary As a Customer Support Agent, you will be the first point of contact for our customers, providing exceptional support and resolving their inquiries efficiently. You will be responsible for handling customer inquiries via various channels, including phone, email, and chat, and ensuring a positive customer experience. Job Responsibilities To handle customer calls, complaints, and inquiries efficiently, courteously, and professionally. Drive for First Call Resolution for any customer grievances within the specified time frame. Ensure to respond promptly to customer inquiries and requests through various channels. Listen attentively to customer concerns and issues and provide accurate and timely solutions to customer problems. To efficiently resolve customer issues, provide clear step-by-step instructions, identify root causes, and implement effective solutions. If needed, escalate complex issues to higher-tier support. Analyse, review, and recommend appropriate solutions to enhance process efficiency and service standards. To work in a team environment and support each other in multitasking & flexible working hours/days. Communicate with various departments to maintain goodwill and solve customer's problems. Always strive to exceed customer expectations by providing exceptional service. To build and maintain positive customer relationships. To comply with internal policy and guidelines as per BNM requirements/guidelines. Meet or exceed key performance indicators, such as response time, resolution time, and customer satisfaction. Track and analyze customer interactions to identify trends and improvement opportunities. Job Requirements Possess SPM / STPM / Diploma / Degree in relevant disciplines. Ability to work under pressure and must be able to work on shift work (24/7) including Public Holidays. To have a minimum of 2 years experience in the Banking industry Contact Centre and preferably with Business Banking experience. Excellent communication skills, both verbal and written. A good command of local dialects will be an advantage. Strong problem-solving and analytical skills. Ability to multitask and prioritize tasks effectively. Patience and empathy to handle difficult customers