Customer Service- Bank Operation

2 months ago


Kuala Lumpur, Malaysia Canaan Communication & Technologies Sdn Bhd Full time

Get to know the Role:

- Promote and enhance digital self-help experience through Help Centre FAQs
- Own the customer issue resolution end-to-end; 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 ad-hoc 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**: RM3,000.00 - 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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