Senior Executive, Customer Service (Call Centre & Cross-selling)

Job Description (under inbound unit):

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

Maximise opportunities to up sell or cross sell company products and services

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

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

Willing to work in shift working hour including weekend (based on rotation) with the latest shift finishes at 10 p.m.

Experience in cross-selling will be additional advantage

At least 1 to 2 years working experience in handling customer service environment (Fresh Graduate are welcome to apply)

Candidate must possess at least a 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

Our location is in Seksyen 15 (less than 1 KM from LRT Subang Jaya)

Direct under Alliance Bank Malaysia Bhd (inhouse)