Customer Service Representative

Job Summary:

A highly motivated and customer-focused individual with proven experience in handling customer inquiries through various channels, including phone calls, live chat, and emails. Skilled in addressing customer concerns, providing accurate information, and delivering excellent service. Demonstrates a strong ability to resolve issues efficiently, ensuring customer satisfaction while maintaining a positive and professional approach. Possesses strong communication, problem-solving, and multitasking skills, with a commitment to providing outstanding customer experiences.

Job Description:

• Answering incoming calls, responding to live chat inquiries, and emails from customers professionally and courteously, addressing their questions and concerns across a variety of products and services.
• Setting realistic expectations, resolving fulfilment-related problems and providing support to the customer, ensuring a high level of satisfaction.
• Maintaining a high level of product knowledge to effectively support customer need
• This position is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond to users via call back, email and social media on a timely manner
• Ensuring timely and accurate documentation of all customer interactions in the company's CRM system.
• To meet the Key Performance Indicator (KPI) monthly.
• Collaborating with cross-functional teams to improve processes and customer experience.
• Provide an effective solution for customer disputes issue
• Assume additional responsibilities as assigned
• Respond to customer inquiries via email in a timely and professional manner and undertake any other duties as and when assigned by Management.

Job Requirement:

• Possess a Diploma or Degree in related fields.
• Preferably at least 1 year of related working experience in a Contact Centre
• Good communication skills in English and Malay, both spoken and written. Mandarin is an added advantage
• The ability to speak in Mandarin will be an added advantage.
• Strong interpersonal skills and the ability to build rapport with customers.
• Ability to work in a fast-paced environment and handle high call volumes, live chat inquiries, and emails.
• Proficient in Microsoft Office and experience working with CRM systems.
• Familiarity with digital banking products and services.
• Ability to work flexible hours, including weekends (24/7)