Job Description
Job Responsibilities
- Handle customers’ enquiries related to all Banking products ensuring all are resolved timely and accurately
- Resolve customer complaints and problems to the satisfaction of the customer
- Handle customers’ inbound call efficiently in meeting the Service Turnaround target
- Use customer service and sales skills to optimize the opportunity of each customer contact
- Go the extra mile in resolving customers’ issues to differentiate the service experience from other Banks
- Liaise with other departments to resolve customers’ complaints and issues in ensuring service recovery is effective
- Escalates complaints and unresolved issues to the Investigation team for further action and follow up
- Alert management of issues or concerns that require escalation to resolve which may indicate a larger underlying problem
- Complete necessary documentation to manage the customer’s enquiries and complaints accurately and timely
- Capture each customer’s interaction and enter the relevant customer’s data and other relevant information into the system database as required
- Maximise opportunities to up sell or cross sell company products and services
- Participate in outbound initiatives ie survey or telesales organized by the Marketing department in support of the effort in increasing customers; product holding or enhancing customers’ experience
Job Requirements
- At least 1 to 2 years working experience in handling customer service environment
- Candidate must possess at least a SPM/ Level, Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, any field.
- Good communication skills with the ability to converse fluent English and Bahasa Malaysia
- Computer literate and able to multi task.
- Work experience is not compulsory
- Can start work immediately
- Sales will be added advantage