KEY ACCOUNTABILITIES
- Manage large amounts of incoming and outgoing calls/ emails and walk-in
- Generate sales leads
- Identify and assess customers needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team service targets and interaction handling quotas
- Handle customer feedback, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
QUALIFICATIONS / EXPERIENCE
- Bachelor of degree or equivalent, in any discipline
- At least 5 years working experience with 3 years in customer service-related functions
- Worked in a financial institution is preferred
- Good understanding / knowledge of insurance or family takaful
KNOWLEDGE & TECHNICAL SKILLS
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Excellent English and Bahasa Malaysia communication skills
- Presentation skill
