Job Description

We are seeking a highly motivated and customer-oriented candidate who is proficient in Mandarin (written and spoken) to join our dynamic team at Hong Leong Bank Contact Centre. This role focuses on providing exceptional and direct customer service over the phone and you will be the first point of contact for our Mandarin-speaking customers. The successful candidate will be reporting to Team Manager and there will be proper training provided upon joining the team.

Key Responsibilities:

• Attend inbound calls from Mandarin-speaking customers, addressing queries and requests with a courtesy and professional manner.
• Provide high quality service to achieve customer satisfaction by resolving customer queries at first contact where possible.
• Stay updated on Hong Leong Bank’s offerings and actively personalize service by cross-selling or up-selling bank products and services.
• Maintain precise records of all customer interactions adherence with SOP and deliver proper escalation of unresolved matters to Team Manager / Service Manager for resolution. 

Responsible for achieving individual targets and continuously striving productivity while maintaining quality and compliance.  

Job Requirements

• Malaysian citizen.
• Diploma/Bachelor’s Degree holder with 1 year and above experience in call center. Fresh graduates proficient in Mandarin are invited to apply for this position as well.
• Native level proficiency in Mandarin and/ or other Chinese Dialects and working proficiency in English. 
• Excellent verbal and written communication skills as well as basic PC competency skills with the ability to quickly adapt to new software applications. 
• Strong interpersonal skills with a patient, customer-centric approach, problem solving skills and ability to handle multiple tasks simultaneously.
• Must be able to work on shift during weekdays, weekends and public holidays (allowance provided).
• Must be willing to work in PJ City / OUG / Kelana Jaya.

Skills