Customer Service Representative

Key Responsibilities

1. Customer Interaction and Resolution

• Handle inbound customer enquiries via phone, live chat, and email with professionalism, clarity, and accuracy.
• Provide policy-related information, servicing guidance, and general support confidently to ensure full customer understanding.
• Resolve customer enquiries at first contact whenever possible to minimize escalations and repeat interactions.
• Deliver consistent, high-quality customer experience aligned with service standards.

2. Transaction Handling and System Accuracy

• Perform authorized servicing transactions after full identity verification (e.g., updating customer records, processing servicing instructions, logging requests).
• Maintain accurate and detailed documentation in CRM systems to ensure complete and auditable records.
• Ensure all servicing activities comply with CBSM standards, internal servicing rules, verification protocols, and data protection regulations.
• Safeguard customer data confidentiality and maintain system accuracy at all times.

3. Service Quality and Compliance Discipline

• Follow established call and chat handling standards to ensure accuracy, confidence, and regulatory compliance in every interaction.
• Adhere strictly to authentication, verification, and PDPA requirements.
• Escalate cancellation or sensitive requests immediately to the appropriate team according to standard operating procedures.
• Maintain zero tolerance for compliance breaches or procedural deviations.

4. Performance and Productivity Management

• Achieve daily and monthly service targets including service level, response time, average handling time, occupancy rate, and quality assurance scores.
• Adhere strictly to scheduled working hours, break schedules, and assigned channel rotations.
• Demonstrate high accountability and discipline in workload management.
• Proactively escalate operational risks or customer-impacting issues to the Team Lead.

5. Collaboration and Continuous Improvement

• Identify recurring service issues and recommend process improvements to enhance operational efficiency.
• Promote digital self-service solutions (e.g., MyAccount platform) to encourage customer adoption and reduce manual servicing volume.
• Contribute positively to a professional, accountable, and continuous improvement-driven team culture.
• Support team initiatives and operational projects when required.