Customer Service Officer 1

NETS Malaysia was established in 1997 to provide financial market infrastructure solutions to local and overseas financial institutions and corporate clients. This includes building payments, clearing and settlement systems as well as delivering financial service innovations in Malaysia. With a unique synergy of software development, operational and project management expertise, NETS Malaysia aims to provide leading-edge, multi-currency, domestic and cross-border funds transfer and processing capabilities to banks and businesses. In addition, NETS Malaysia also provides software development and shared back-office services to the entities under NETS.

The NETS Customer Service Team operates daily from 9am to 6pm and serves as the primary contact point for customers seeking assistance with our products and services.

As part of this team, the Customer Service Officer plays a key role in providing prompt, professional, and high‑quality support across various communication channels, contributing to a positive overall customer experience.

This is a 12-month contract role, with the option to renew and/or conversion.

Key Responsibilities

• Manage and resolve customer enquiries received via calls and chats, both inbound and outbound.
• Follow up with internal stakeholders on unresolved matters to ensure timely customer updates.
• Accurately and promptly record all customer interactions and follow‑ups in the CRM system.
• Work towards achieving individual and team performance goals.
• Proactively escalate recurring issues or emerging trends to the team leader or manager.

Requirements

Education and Experience

• Minimum of Diploma or higher qualification.
• 2–3 years of experience in a contact centre or customer service role.

Skills and Knowledge

• Strong communication skills.
• Problem‑solving mindset with the ability to identify root causes and drive effective solutions.
• Ability to work independently and collaboratively.
• Resourceful, resilient, and able to perform well under pressure.
• Proficiency in Mandarin is an advantage.

Network For Electronic Transfers (Malaysia) Sdn.Bhd. (a subsidiary of Network for Electronic Transfers (Singapore) Pte Ltd)