Executive, Customer Service

KEY ACCOUNTABILITIES

· Manage large amounts of incoming and outgoing calls/ emails and walk-in

· Generate sales leads

· Identify and assess customers’ needs to achieve satisfaction

· Build sustainable relationships and trust with customer accounts through open and interactive communication

· Provide accurate, valid and complete information by using the right methods/tools

· Meet personal/customer service team service targets and interaction handling quotas

· Handle customer feedback, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

· Keep records of customer interactions, process customer accounts and file documents

· Follow communication procedures, guidelines and policies

· Take the extra mile to engage customers

QUALIFICATIONS / EXPERIENCE

· Bachelor of degree or equivalent, in any discipline

· At least 5 years working experience with 3 years in customer service-related functions

· Worked in a financial institution is preferred

· Good understanding / knowledge of insurance or family takaful

KNOWLEDGE & TECHNICAL SKILLS

· Track record of over-achieving quota

· Strong phone contact handling skills and active listening

· Familiarity with CRM systems and practices

· Customer orientation and ability to adapt/respond to different types of characters

· Excellent communication and presentation skills

· Ability to multi-task, prioritize, and manage time effectively

· Excellent Mandarin, English and Bahasa Malaysia communication skills. We are seeking candidates proficient in both English and Mandarin to effectively communicate with our diverse client base and stakeholders.

· Presentation skill