Customer Service Executive (CSE) must deliver an excellent and engaging customer service through Inbound and Outbound Call Centre.
Provide assistance to customers on general enquiries, escalating all issues to relevant divisions/ departments and provides professional feedback
Provides fast and accurate information for enquiries feedback, MBSB Bank products and services to customers.
Delivers excellent risk verification measures to safeguard customer confidentiality.
Ensure seamless transfer i.e. resolve on first call resolution without transferring or escalating the call.
Provides immediate attention to customer's need and follow-up with appropriate resolution.
Build and maintains good relationship with customers.
Perform system maintenance as per customer request by adherence to product and policy.
Provides daily/weekly/monthly inbound and other reports as per request by Manager.
Recommend customer service initiatives/ process improvement.
Contribute on the development of new products and services based on customer's feedback.
Undertake other special assignments, ad-hoc functions and related duties as and when required.
Requirements:
Minimum Bachelor's Degree in any field.
At least 12 years of working experience in customer service, call centre operations, or related fields (banking/financial services experience is an added advantage).
Strong verbal and written communication skills in English and Bahasa Malaysia, with the ability to handle enquiries professionally and clearly.
Demonstrated ability to manage customers with patience, empathy, and professionalism while ensuring high service standards.
Proficient in using call centre systems and platforms
Able to manage high call volumes and handle multiple tasks efficiently.
A good team player with a positive attitude and willingness to collaborate across departments.
Work Schedule: Willing to work on shift/rotation basis including weekends or public holidays
