Customer Service Officer - Inbound, Banking Sector. Immediate Joiner!
- Full Time, onsite
- Adecco Staffing & Outsourcing Sdn Bhd
- Kuala Lumpur Customer Service - Call Centre (Call Centre & Customer Service) Full time RM 3, Malaysia
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The CSO handles incoming customer inquiries to provide complete and accurate responses.
Job Responsibilities
- Ensures highest standard of service delivery on personalized 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:
- Minimum Diploma with minimum 2 years’ experiences. (SPM / STPM or equivalent certificate holders with at least 5 years of work experienced may be considered)
- 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 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). Mandarin is an added advantages.
- 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