Title: Customer Service - Banking
Salary: RM 3,200 (basic salary) + up to RM 350 (shift allowance)
Location: Kuala Lumpur, Malaysia (this is an onsite role)
Working hours: 24/7 rotational shift, 5 days a week (Monday - Sunday)
*Note: Candidate will be placed in a bond for the first 6 months. Resignation in the first 6 months will be penalized for a total of RM 2,500.
Job Description:
- Ensures highest standard of service delivery on personalized phone services to our customers.
- Identifies and handles customer enquires completely and accurately.
- Resolves customer complaints and problems to the satisfaction of the customer.
- Uses customer service and sales skills to optimize the opportunity of each customer contact.
- Educates the customer about the Bank's products and services and directs them toward available resources for self-help.
- Completes accurately the necessary documentation to manage customer complaints, issues and subsequent solutions.
- Alerts management of issues that require escalation for complete resolution or which may indicate a larger, underlying problem.
- Assigns or acts on any required customer follow-up in accordance with Call Centre guidelines.
- Enters customer data and other relevant information into the relevant systems (as required) completely and accurately.
- Suggests call centre process improvements and participates in call centre initiatives for increased effectiveness.
- Uses technology and system tools as directed and within established guidelines.
- Maintains confidentiality of the Bank's customers and data.
- Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Call Centre's knowledge management system.
- Keeps abreast with current issues in the banking environment and competitors innovations.
- Provides constant feedback from customers to improve Call Centre service delivery.
Requirement:
- SPM/STPM: Minimum 5 years experience in Customer Service of any field.
- Diploma: Minimum 2 years experience in Customer Service of any field.
- Bachelor degree: Fresh graduates in any field welcome to apply.
- Resourceful, proactive, attentive to details and a good team player
- Possess good communication skills (verbal and written English)
- Proficient in PC skills including MS Office applications
- Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Call Centre service operations
