WALK-IN Customer Service Executive

6 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia OCBC Bank Full time

Job Description - WALK-IN Customer Service Executive (Contact Centre)

Date: Friday, 21 March 2025

Time: 9.00am - 12.00pm and 2.00pm - 4.00pm

Location: 4th (3A) Floor, Wisma Lee Rubber, 1 Jalan Melaka, 50100 Kuala Lumpur (next to Masjid Jamek LRT station)

Responsibilities
  • To attend to inbound calls enquiries over various range consumer financial products and services.
  • To handle calls professionally by providing accurate and timely information and able to provide effective solutions to customer's queries.
  • To provide personalized customer service to customers, whilst maintaining professionalism and proper phone etiquette.
Quality Assurance
  • To achieve first call resolution where possible and follow up with customers on unresolved issues.
  • To perform after call duties and quality assurance in accordance to the set procedures with zero defects.
  • To consolidate and provide customer feedback to respective business partners for improvements and enhancements.
Alternative Channels and Cross-Selling
  • To introduce and create customer awareness on self-service/automated banking channels.
  • To cross-sell bank products and services when appropriate.
Compliance
  • To ensure adherence and full compliance with Group Policy and Standards, local laws and regulations, and control and procedures of the bank.
Qualifications
  • Degree Holders – related working experience preferred; however, fresh graduates are welcomed to apply; diploma holders – minimum of 1 year of working experience in Contact Centre and/or Consumer Financial Services (Banking).
  • Possess customer-centric / strong customer service mindset.
  • Committed and a good team player with willingness to step into a leadership role.
  • Independent and resourceful with the ability to thrive under pressure.
  • Meticulous, well organized and has the ability to solve problems.
  • Able to multitask and manage time effectively.
  • Willing to work on shift rotations (24/7) which includes Public Holidays.
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