Senior Executive, Customer Service

Location:

Subang Jaya, MY, 47500

Category: Permanent

Facility: 1649

To handle customers’ enquiries and complaints received through the telephone related to all Bank’s product
To provide personalized service and go the extra mile where necessary to resolve customers’ issues with the objective of adding the ‘WOW’ factor in customers’ experience
To liaise with other departments or branches in resolving customers’ issues
To 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
To identify service gaps and gather customers’ feedback and escalating to the Team Manager to improve customer experience and reduce cost
To achieve Key Performance Indicator agreed in the Individual Performance Plan (IPP)
To keep abreast with the latest product launch or promotions and new processes to achieve zero defects
To adhere to procedures and policies in the Contact Centre Standard Operating Procedure (SOP) and Banking Policies

Operational Excellence

Handle customers’ enquiries related to all Banking product received through the telephone are resolved timely and meeting customers’ expectation
Handle customers’ inbound call efficiently to achieve the Service Level target consistently
Go the extra mile in resolving customers’ issues to differentiate the service experience from other Banks
Escalates complaints and unresolved issues to the Investigation team for further action and follow up
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
Complete all administrative tasks accurately and timely
Cross selling and forward sales referrals to the sales department within the Bank for sales closure

Service Quality

Adhere to the processes as per SOP to minimize defects
Communicate customers’ feedback and operational gaps to Fulfillment Manager for improvements
To keep abreast with the latest promotions, new product and processes through Knowledge Base Portal and attending briefings or training
Participate in the Business Continuity Plan where applicable

Career Development

Participate in job rotation within Contact Centre for self development
Work with Team Manager to identify training needs to improve competency
Work as a team and build rapport with team members in building a positive working environment

Compliance & Risk Management

Ensure that all policies and guidelines set by compliance are adhered to and practice prudent risk taking
To ensure compliance to banking acts and standard operating procedures
Escalate any compliance gaps to Team Manager that impact the operations at the Contact Centre.

Skills

Good Time Management to be able to complete all tasks within the turnaround time
Able to make sound decision escalate when required in problem solving
Ability to communicate solutions to customer in a clear manner that is easily understood
Good interpersonal skills in working with other departments

Knowledge

Experience