Customer Service Executive (Contact Centre)

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 Job Requirement : • Degree Holders – related working experience preferred; however, fresh graduates are welcomed to apply; diploma holders – minimum of 1 year of working experience in Contact Centre and /or Consumer Financial Services (Banking) • 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