Job description
Services
- To attend to inbound calls enquiries over various range consumer financial products and services
- To handle calls professionally by providing accurate and timeline information and able to provide effective solution to customer’s queries.
- To provide personalized customer service to customers, whilst maintaining a professionalism and a proper phone etiquette
Quality Assurance
- To achieve first call resolution where possible and follow up with customers on unresolved issues.
- To perform after call duties and quality assurance in accordance to the set procedures with zero defect
- To consolidate and provide customer’s feedback to respective business partners for improvements and enhancements
Alternative Channels and Cross-Selling
- To introduce and create customer awareness on self-service/automated banking channels
- To cross-sell bank products and services when appropriate
Compliance
- To ensure adherence and full compliance with Group Policy and Standards, local laws and regulations and control and procedures of the bank
Qualifications
- Degree Holders – related working experience preferred; Diploma holders – minimum of 1 year of working experience in Contact Centre and /or Consumer Financial Services (Banking)
- Fresh graduates are strongly urged to apply
- Possess customer centric / strong customer service mindset
- Committed and a good team player with willingness to step into a leadership role
- Independent and resourceful with the ability to thrive under pressure
- Meticulous, well organized and has the ability to solve problems
- Able to multitask and manage time effectively
- Willing to work on shift rotations (24/7) which includes Public Holidays
Primary Location
: Malaysia
Job
: Call Centres
Organization
: MAL E2P - Contact Centre (DH)
Schedule
: Permanent
: Full-time
Job Posting
: 13-Apr-2023, 1:37:41 AM
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