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.

Location: Menara Glomac, Kelana Jaya.

Rotational shifts/days: 8:00 AM - 12:00 AM

Duration: 1-year Fixed Term Contract

JOB ACCOUNTABILITIES

• 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.

JOB REQUIREMENTS

• Bachelor's Degree in any field (fresh) or SPM/Diploma holder with experience.

• Possess working experience in Financial Services Industry or Contact Centre is an added advantage. Excellent command in English and Bahasa Malaysia (Spoken & Written).

• Ability to converse in Mandarin or Cantonese is an added advantage.

• Interpersonal skills in handling / attending to customer's complaint at point of contact.

• General knowledge in complaint management, banking policies and regulations.

• Customer centric and a strong team player.

• Must be able to work on shifts, weekends & Public Holidays.

• Fresh Graduates are welcome to Apply!