As a Customer Support Executive (Mandarin Speaker), you will provide real-time, human-assisted customer support across multiple channels, including voice, live chat, email, and social media. You will handle customer inquiries, resolve issues, and maintain strong relationships with bank customers in Malaysia. This role requires collaboration, vigilance, and adaptability to deliver exceptional service and ensure a seamless customer experience.
Key Responsibilities:
- Provide Customer Support: Handle inquiries and resolve issues via voice, live chat, email, social media, and other platforms while maintaining excellent customer relationships.
- Guide Customers: Assist customers in using the bank application and resolve issues following Standard Operating Procedures (SOP) and process improvements.
- Issue Escalation: Coordinate with internal and external parties to resolve customer issues as necessary.
- Performance Metrics: Meet individual and team qualitative and quantitative operational performance targets.
- Collaboration: Work closely with the Customer Support (CS) operations team and Subject Matter Experts (SMEs) to implement support initiatives.
- Risk Awareness: Identify and report potential risks, security, or fraud issues encountered during customer interactions.
- Adaptability: Re-prioritize tasks and adapt to a fast-paced, ever-changing environment.
- Uphold Standards: Represent the bank's values and standards through professional interactions with customers and the team.
Requirements:
- At least 2 years experience in Contact Centre/Customer Service roles within financial institutions, payments, cards, banks, e-wallets, or acquirers.
- Tertiary education, holding at least a diploma in any field.
- Proficiency in Mandarin (both written and spoken).
- Experience with live chat and/or digital servicing channels is an advantage.
- Flexible with shifting schedules and supporting both Singapore and Malaysia public holidays.
- Strong customer-centric mindset, team collaboration, and initiative-driven problem-solving skills.
- Ability to thrive in high-volume and fast-paced environments with minimal supervision.
- Proficiency in Microsoft Office tools (Excel, PowerPoint, Word) and Google Suite.
Package and Benefits:
- Location: First Avenue, Bandar Utama.
- Salary: Up to RM3,500 basic per month.
- Flexible working hours with shift rotations.
- Support both Singapore & Malaysia public holidays.
- Start Date: 7th October 2024.
If this sounds like the perfect opportunity for you, we encourage you to apply!