Inbound Customer Service Officer

3 weeks ago


Kuala Lumpur, Malaysia ITCAN Pte Limited Full time

Our client, a leading banking services institution in the region, is expanding their Contact Centre and seeking CSOs with good communication skills to handle incoming customer inquiries to offer the best-in-class service

**Responsibilities**:
Â- Ensures highest standard of service delivery on personalized phone services to our customers
Â- Resolves customer complaints and problems to the satisfaction of the customer
Â- Educates the customer about the Bank's products and services and directs them accordingly toward available resources for self-help
Â- Completes accurately the necessary documentation to manage customer complaints, issues and subsequent solutions
Â- Alerts management of issues that require escalation for complete resolution
Â- Acts on any required customer follow-up in accordance with the Contact Centre guidelines
Â- Enters customer data and other relevant information into the systems as required completely and accurately
Â- Proactive participation in process improvements and initiatives for increased effectiveness
Â- Uses technology and system tools as directed and within established guidelines
Â- Maintains confidentiality of the Bank's customers and data
Â- Ensures knowledge is up-to-date by participating in individual and team trainings and meetings, and accessing the updated documentation in the knowledge management system
Â- Provides constant feedback from customers to support improve the service delivery

**Requirements**:
Â- Recognized Degree/ Diploma in any discipline
Â- Minimum 2 years' experience.
Â- Experience in Contact Centre, Banking or Customer Service environment will be an advantage
Â- Possess a positive mindset with a 'CAN-DO' attitude and passion to deliver quality service
Â- Possess a pleasant voice, excellent communication skills and work etiquette
Â- Resourceful, proactive, attentive to details and a good team player
Â- Ability to work on staggered/rotational shifts including weekends and Public Holidays



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