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Customer Service Officer

2 months ago

Malaysia Adecco Malaysia Full time

Job Responsibilities

  • Ensures highest standard of service delivery on personalized phone services to our customers.
  • Identifies and handles customer enquires completely and accurately.
  • Resolves customer complaints and problems to the satisfaction of the customer.
  • Uses customer service and sales skills to optimize the opportunity of each customer contact.
  • Educates the customer about the Bank’s products and services and directs them toward available resources for self-help.
  • Completes accurately the necessary documentation to manage customer complaints, issues and subsequent solutions.
  • Alerts management of issues that require escalation for complete resolution or which may indicate a larger, underlying problem.
  • Assigns or acts on any required customer follow-up in accordance with Call Centre guidelines.
  • Enters customer data and other relevant information into the relevant systems (as required) completely and accurately.
  • Suggests call center process improvements and participates in call center initiatives for increased effectiveness.
  • Uses technology and system tools as directed and within established guidelines.
  • Maintains confidentiality of the Bank’s customers and data.
  • Ensures knowledge is up to date by participating in individual and team trainings, meetings and reading the information posted in the Call Centre’s knowledge management system.
  • Keeps abreast with issues in the banking environment and competitors’ innovations.
  • Provides constant feedback from customers to improve Call Centre service delivery.

    Requirements:

    • At least a recognized Diploma with minimum 2 years’ experiences. (SPM / STPM or equivalent certificate holders with at least 5 years of work experienced may be considered)
    • Candidates with a minimum of 2 years’ experience are encouraged to apply
    • Experience in Call Centre, Banking or Customer Service environment will be an advantage
    • Possess a positive mindset with a “CAN-DO” attitude and passion to deliver quality customer service
    • Possess a pleasant voice & good telephone etiquette
    • Resourceful, proactive, attentive to details and a good team player
    • Possess good communication skills (verbal and written English)
    • Proficient in PC skills including MS Office applications
    • Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Call Centre service operations

      How to Apply:

      Interested candidates are invited to submit their resume and cover letter to adam.mazlani@adecco.com and please include "Customer Service Officer" in the subject line.