Senior Executive – Customer Service

Job Responsibilities

• Handle customers’ enquiries related to all Banking products ensuring all are resolved timely and accurately
• Resolve customer complaints and problems to the satisfaction of the customer
• Handle customers’ inbound call efficiently in meeting the Service Turnaround target
• Use customer service and sales skills to optimize the opportunity of each customer contact
• Go the extra mile in resolving customers’ issues to differentiate the service experience from other Banks
• Liaise with other departments to resolve customers’ complaints and issues in ensuring service recovery is effective
• Escalates complaints and unresolved issues to the Investigation team for further action and follow up
• Alert management of issues or concerns that require escalation to resolve which may indicate a larger underlying problem
• Complete necessary documentation to manage the customer’s enquiries and complaints accurately and timely
• Capture each customer’s interaction and enter the relevant customer’s data and other relevant information into the system database as required
• Maximise opportunities to up sell or cross sell company products and services
• Participate in outbound initiatives ie survey or telesales organized by the Marketing department in support of the effort in increasing customers; product holding or enhancing customers’ experience

Job Requirements

• At least 1 to 2 years working experience in handling customer service environment
• Candidate must possess at least a SPM/&#; Level, Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, any field.
• Good communication skills with the ability to converse fluent English and Bahasa Malaysia
• Computer literate and able to multi task.
• Work experience is not compulsory
• Can start work immediately
• Sales will be added advantage