Overview
The Customer Relationship Officer (CRO) is responsible for providing exceptional customer service and support to customers via phone, effectively managing customer expectations (including handling difficult customer interactions), and handling a wide range of inquiries related to banking products, promotions, sales, and services, including credit cards, deposits, and loans. This role requires in-depth product knowledge, strong communication and problem-solving skills, the ability to achieve sales targets, and proficiency in navigating multiple systems.
This role reports to the Team Manager, Customer Relationship.
Key responsibilities
- Manages the full customer interaction lifecycle, independently resolving complex issues with strong problem-solving skills.
- After a 6-month onboarding, personalized customer interactions by offering relevant credit card or other sales services to meet needs and achieve sales goals.
- Committed to continuous improvement, consistently aiming to exceed productivity and KRA targets, including sales and risk detection metrics.
- Proficiently uses up to 12 different contact center systems to accurately access and update customer information, process service requests, and maintain detailed records in line with SOPs.
- Responsible for professional customer call handling, including expectation management, resolving tough interactions, and ensuring all queries and requests receive accurate, complete, and timely responses.
Jobholder Requirements
- Malaysian citizen.
- Fresh graduates across all disciplines, including Diploma and SPM holders.
- Candidates with experience in customer service (call centre).
- Good communication skills in English and Malay, being able to communicate in Mandarin is a plus.
- Possess excellent interpersonal and communication skills, including active listening, patience, confidence, and professionalism in resolving issues.
- Maintains composure and professionalism when managing multiple customer interactions and challenging situations.
- Basic computer literacy, with the capacity to quickly learn new software and navigate various computer systems.
- Willingness to work a rotating shift schedule, covering weekdays, weekends, and public holidays, between 7:00 am and 1:00 am (shift allowance provided).
- Must be willing to work at our PJ City, OUG, or Kelana Jaya locations.
Benefits
- Competitive employer contribution on EPF and SOCSO
- Annual Leave, Sick leave, Birthday Leave entitlement
- Medical and Dental benefits
- Shift allowance, Good Attendance Allowance, Sales Incentives (if any); Mandarin Speaker Allowance (applicable for Mandarin speakers)
- Overtime and Public Holidays Allowance
- 2 weeks of classroom training is provided in PJ City
What's next
- Once you've applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
- Should you be shortlisted for the role, we will send you an invitation via email for an interview. You can also check on your application status by logging into your candidate account.
HLB Careers link:
https://hlb.wd3.myworkdayjobs.com/HLBCareers/job/PJC-PJ-City/Executive--Customer-Relationship_JR0000008271
For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/
