Job Description

[Walk-in Interview] Customer Service Executive (Contact Centre)

Date: Friday, 29 November 2024

Time: 9.00am - 12.00pm and 2.00pm - 4.00pm

Location: 4th (3A) Floor, Wisma Lee Rubber, No.1 Jalan Melaka 50100 Kuala Lumpur (next to Masjid Jamek LRT station)

Job Description:

Services

• To attend to inbound calls enquiries over various range consumer financial products and services
• To handle calls professionally by providing accurate and timeline information and able to provide effective solution to customer’s queries.
• To provide personalized customer service to customers, whilst maintaining a professionalism and a proper phone etiquette

Quality Assurance

• To achieve first call resolution where possible and follow up with customers on unresolved issues.
• To perform after call duties and quality assurance in accordance to the set procedures with zero defect
• To consolidate and provide customer’s feedback to respective business partners for improvements and enhancements

Alternative Channels and Cross-Selling 

• To introduce and create customer awareness on self-service/automated banking channels
• To cross-sell bank products and services when appropriate

Compliance 

• To ensure adherence and full compliance with Group Policy and Standards, local laws and regulations and control and procedures of the bank

Job Requirements

• Fresh graduate are welcomed to apply. 
• Degree Holders – related working experience preferred; Diploma holders – minimum of 1 year of working experience in Contact Centre and /or Consumer Financial Services (Banking)
• Possess customer centric / strong customer service mindset
• Committed and a good team player with willingness to step into a leadership role
• Independent and resourceful with the ability to thrive under pressure
• Meticulous, well organized and has the ability to solve problems
• Able to multitask and manage time effectively
• Willing to work on shift rotations (24/7) which includes Public Holidays

Skills