Executive, Virtual Banking

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JOB PURPOSE

To handle customer interaction from various channels pertaining to product and services, resolving them within the standards set.

Rotational shifts/days: 8:00 AM - 12:00 AM (Including Weekends & Public Holidays)

Contract Duration: 1-year Fixed Term Contract

Fresh Graduates are welcome to Apply!

KEY RESPONSIBILITIES

• Handle inbound telephone interaction for Conventional and Islamic Bank customers.
• Handle inquiries or requests that are received via other electronic channels (emails or internet banking)
• Provide correct information and resolve problem efficiently within time frame.
• To avoid repeated mistake and to ensure that the Customer Experience delivered at the highest quality.
• Inquiry and request must be raise using case management with minimum error, within required timeline and customer information are protected.
• Handling Customer Complaints
• Complete daily logs/reports for reporting
• Undertake and administrative task delegated by Team Leader/Supervisor.
• Apply tact, patience (listening and empathy skills and practice professionalism when handling customer enquiries, problem or complaints).
• Exercise sound credit, customer service in accordance with the Bank objective, policies and guidelines.

SKILLS/KNOWLEDGE

• Bachelor's Degree in any field (fresh) or SPM/Diploma holder with relevant experience in Financial Services Industry or Contact Centre is an added advantage.
• General knowledge in complaint management, banking policies and regulations.
• Customer centric and a strong team player.
• Excellent command in English and Bahasa Malaysia (Spoken & Written).
• Ability to converse in Mandarin or Cantonese is an added advantage.