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Customer Service- Bank Operation
2 weeks ago
Get to know the Role:
- Promote and enhance digital selfhelp experience through Help Centre FAQs
- Own the customer issue resolution endtoend; ensuring effective follow through and escalation to internal & external parties as necessary to resolve any issues from our customers
- Meet individual and team qualitative and quantitative customer experience performance metrics
The day-to-day activities:
- Provide high quality customer support (24/7) through various channels including but not limited to Voice, Digital and Chat channels for our customers
- Provide 1st level investigation and timely escalations as required to respective teams to ensure proper root cause analyses, speedy resolution and customer satisfaction
- Be a fast learner to execute new processes related to product launches, tactical campaigns, systems enhancements, process automation or channel optimization projects
- Perform adhoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.
- Provide regular data analytics, project / issue reports to customer support team leads and Head of Customer Support, as required
The must haves:
- At least 2 years working experience in any service industry; experience in Customer Service/Contact Centre in banking/financial industry will be good advantage;
- Able to work on weekend and rotational shifts
- Excellent spoken and written English to communicate and engage customers
- Typing speed of at least 60 words per minute
- Proficient with technology in general, familiar with social media platforms, digital tools and fast learner to pick up new tools needed for work
- Experience in Microsoft CRM, Zendesk, Livechat and digital servicing channels will be an strong added advantage
- Proficiency in using Microsoft products such as Excel, PowerPoint, Word;
- Customer centric and attention to detail;
- Can thrive under mínimal supervision;
- Outstanding organizational skills with multitasking skills
- Tertiary education, must possess at least a Diploma in any relevant field
Salary:
RM3, RM3,200.00 per month
Benefits:
- Maternity leave
Schedule:
- Rotational shift
Supplemental pay types:
- 13th month salary
Ability to commute/relocate:
- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)
Education:
- Diploma/Advanced Diploma (preferred)
Experience:
Customer Care Specialist: 2 years (preferred)
Language:
- english (required)
- Bahasa (required)
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