Provide first level of customer service via non voice channels, e.g. Email, Social Media & Live chat
Attend to customers enquiries, requests, and complaints pertaining to RHB's equity or futures trading products & services via emails, social media such as the non-voice platform channels.
Provide accurate, efficient and high quality service that leads to high customer satisfaction.
Execute and complete ad hoc tasks assigned by superior to gain additional exposure and to learn new skills.
Raise Service Request & follow up promptly to resolve customer issues.
To ensure customers requests are attended within the stipulated service-level agreement (SLA) to avoid any service delay.
To achieve (SLA) KPIs target and daily productivity targets.
Ensure operations are in compliance with internal policy, compliance and guideline as well meeting the BNM requirements.
Analyze, review and recommend appropriate solutions to enhance process efficiency and service standard.
Maintaining positive, empathetic and professional attitude toward customers.
Ad-hoc activities to support operation requirement on customer service experience eg. answer call during high call volume
Ability to cross manage with other team as and when is required to fulfill customers needs.
Social Media
Provide reply on customer's feedback/queries from Social Media platforms to Group Social Media.
Escalate cases to business partners to resolve customer's concern & follow up till the case is Closed
Communicate with SPs in order to solve customers problem.
Live Chat
To assist customer enquiries and complaints via Live Chat using RHB Banking chat tool.
Provide a high level of professionalism and competent customer service and able to communicate effectively with customers in a friendly and polite manner by following processes.
Handle all types of enquiries of RHB Banking Products and Services for the existing and new customers.
Correspondence
Respond on customer's feedback/inquiries received via other official non-voice channels, e.g. email, secured message, Corp Website feedback, etc.
Escalate cases to business partners and to resolve customer's concern by following up till the case is close.
To communicate with SP's in order to solve customers issue.
Callback
Identify Service Request cases to be attend by outbound call customer, to send SMS directly customer or to route back SR to the SPs or CSAs
Communicate with SPs in order to solve customers problem
Others
As CCC team members, to be involved in special task(s) assigned to by Heads or relevant committees, as long as within the Bank's policy and guideline.
