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Customer Service Executive (Contact Centre)

Job Posted at: 2019-06-08 15:56:00

Location

WP - Kuala Lumpur

Deadline

2019-07-07 15:56:00

Expected Salary

MYR 2500.00

Full Time

Description

Job Scope

  1. Attending to Singapore inbound calls enquiries over a full range of consumer financial products and services
  2. Handle call professionally and provide accurate and timely info, alternatives and solutions to customers on products and services
  3. Follow up with customers to resolve issues to ensure customer satisfactions are met
  4. Achieve first call resolution where possible
  5. Perform after call work (administration work) in accordance to the set procedures with zero defect
  6. Comply with Group Policy and Standards, local law and regulations and control and procedures of the bank
  7. Introduce and educate customers of the self service / automated banking channels
  8. Provide personalized customer service to enhance customer experience
  9. Apply proper phone etiquette to manage various customer situations
  10. Provide customer’s feedback to respective business partners for improvements and enhancements

Job Requirements

Minimum Education

Higher Secondary / STMP / A Level / Pre-U

Minimum Grade

Pass / Non-gradable

Field of Study

Any Discipline

  1. Malaysian citizen
  2. Excellent communication skill
  3. Degree holder with average academic result (CGPA below 3.0)
  4. Diploma / SPM holder with at least 1 year of relevant working experience
  5. Credit in English and Maths for SPM
  6. Willing to work on 24/7 rotation shift, public holidays and able to work on changing schedule
  7. Able to handle customer enquiries and complaints and to manage difficult customer situation
  8. Able to handle ambiguity and solve complex issues
  9. Pleasant personality, people and service oriented, and a strong team player
  10. Should have the capacity to absorb and retain huge amount of information related to the Bank’s products
  11. Must possess own transport (at least no problem on transportation)
  12. Ability to speak Mandarin will be an added advantage

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