Customer Service Officer

**Company Description** CIMB Group is a leading ASEAN universal bank and one of the largest Asian investment and Islamic banks, offering a broad range of consumer, commercial, wholesale, Islamic banking, and asset management services. Headquartered in Kuala Lumpur, Malaysia, CIMB is the fifth largest banking group in ASEAN, with a workforce of over 36,000 employees across 16 locations in ASEAN, Asia, and beyond. The group serves diverse customer segments, providing integrated financial solutions and a strong regional network. CIMB Bank and CIMB Islamic Bank are members of PIDM, reinforcing the group's commitment to stability and customer protection. Applicants can expect to join an established, growth-oriented financial institution with opportunities for development and cross-border collaboration.

**Role Description** This is a full-time, on-site Customer Service Officer role based in Kuala Lumpur. The Customer Service Officer will handle inbound and outbound customer inquiries via phone, email, and other channels, providing accurate information on banking products, services, and procedures. The role includes resolving customer issues, escalating complex cases when necessary, and ensuring timely follow-up to deliver a positive customer experience. Responsibilities also involve processing basic transactions, updating customer records, and adhering to internal policies, regulatory requirements, and service-level standards. The officer will work closely with other teams to improve service processes, contribute feedback on customer pain points, and support initiatives that enhance overall customer satisfaction.

**Qualifications**

* Strong interpersonal skills with the ability to build rapport and communicate clearly and professionally with diverse customers.
* Customer Service and Customer Support skills to manage inquiries, resolve issues, and provide reliable assistance across multiple channels.
* Customer Experience and Customer Satisfaction focus, with the ability to understand customer needs and consistently deliver high-quality service.
* Good problem-solving and decision-making skills, with attention to detail and the ability to work under pressure in a fast-paced environment.
* Proficiency in English and Bahasa Malaysia (additional ASEAN languages are an advantage).
* Basic computer literacy and familiarity with CRM or banking systems; prior experience in financial services or contact center operations is beneficial.
* Diploma or degree in Business, Finance, Communications, or a related field, or equivalent relevant experience.
* Commitment to ethical conduct, confidentiality, and adherence to regulatory and internal compliance requirements.