Customer Service Executive - for all consultant

Location: Kuala Lumpur
Job ID: BOU6


Job description:

Job Objectives:

  • Ensure highest standards of service delivery on personalized phone services to our customers.
  • Serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; and maintaining database.

Key Responsibilities:

  • Being first contact person in building and retaining customer relationships by identifying and resolving customer inquiries/issues accurately.
  • Educate the customer about the Bank products and services and directs them towards available resources for self-help.
  • Manage customer complaints, issues and subsequent solutions and is responsible for identifying and escalating customer issues to the appropriate department.
  • Assigns or acts on any required customer follow-up in accordance with Contact Centre internal guidelines and updates customer data into relevant systems accurately.
  • Maximize opportunities to up sell or cross-sell Bank products and services which meet customer needs.
  • Maintain confidentiality of the Bank customers and data at all times.

Key Requirements:

  • SPM/STPM or equivalent certificate holders with at least 5 years of work experience.
  • Diploma / Advanced Diploma holders with at least 2 years of work experience.
  • Degree holder Fresh graduates are welcome to apply.
  • Possesses good communication skills (verbal and written English), additional Mandarin verbal ability will be an added advantage.
  • Strong customer service mindset with good communication and excellent problem-solving skills.
  • Resourceful, proactive, attentive to details and a good team player.
  • Ability to work on 24/7-day shift with staggered hours including weekends and Public Holidays.

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