Job Description

The Live Chat Executive’s key responsibility is to handle Bank product enquiries through HLB’s live chat channel/platform to ensure that we deliver a world class experience service to all HLB customers via HLB corporate website / HL Connect and Mobile Chat application. 

Key Responsibilities

• Proactively highlight and escalate customer feedback to relevant departments, ensuring timely and quality responses to enhance customer satisfaction. 
• Understand the key processes while recommending effective solutions to improve customer service delivery.
• Craft clear, concise and grammatically correct content tailored to diverse target markets as well as understanding different language styles with experience on web mark-up language and search engine optimization.
• Maintain a cohesive brand voice across all communication channels to reinforce the company’s values. 
• Actively participate in team, unit and department activities that inculcates close team relationships and regularly contribute ideas for workplace improvement.

Job Requirements

Job Requirements

• Malaysian citizen.
• Diploma/Degree in any field of study with minimum 2 years and above experience in customer support via email, social media response and live chat. 
• Working proficiency in English and Malay (written/spoken) and competent in Microsoft Office applications (Word & Excel).
• Strong phone etiquette with ability to maintain a positive demeanor when communicating with internal and external stakeholders, active listening skills and driven to delight every customer.
• Must be flexible to work on shift hours and on Weekdays, Saturday and Public Holiday.

Skills