Customer Service Executive

Job Description:
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 Requirements:
-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.