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Position: Inbound Customer Service Office (Kuala Lumpur)

The CSO handles incoming customer inquiries to provide complete and accurate responses.

Location: Kuala Lumpur
Industry: Bank

Job Responsibilities
 Ensures highest standard of service delivery on personalised phone services to our customers.
 Identifies and handles customer enquires completely and accurately.
 Resolves customer complaints and problems to the satisfaction of the customer.
 Uses customer service and sales skills to optimize the opportunity of each customer contact.
 Educates the customer about the Bank’s products and services and directs them toward available resources for self-help.
 Completes accurately the necessary documentation to manage customer complaints, issues and subsequent solutions.
 Alerts management of issues that require escalation for complete resolution or which may indicate a larger, underlying problem.
 Assigns or acts on any required customer follow-up in accordance with Call Centre guidelines.
 Enters customer data and other relevant information into the relevant systems (as required) completely and accurately.
 Suggests call centre process improvements and participates in call centre initiatives for increased effectiveness.
 Uses technology and system tools as directed and within established guidelines.
 Maintains confidentiality of the Bank’s customers and data.
 Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Call Centre’s knowledge management system.
 Keeps abreast with current issues in the banking environment and competitors’ innovations.
 Provides constant feedback from customers to improve Call Centre service delivery.

Requirements:
 Degree in any discipline
 Candidates with a minimum of 2 years’ experience are encouraged to apply
 Experience in Call Centre, Banking or Customer Service environment will be an advantage
 Possess a positive mindset with a “CAN-DO” attitude a and passion to deliver quality customer service
 Possess a pleasant voice & good telephone etiquette
 Resourceful, proactive, attentive to details and a good team player
 Possess good communication skills (verbal and written English
 Proficient in PC skills including MS Office applications
 Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Call Centre service operations

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