Be U Cs(Community Support) Associate - Kuala Lumpur, Malaysia - Bank Islam

Bank Islam

Verified Company

Kuala Lumpur, Malaysia

6 days ago

Posted by:

Siti Tan

beBee Recruiter

Req ID: 4882- Job Description:

Primary Functions:

Perform 24/7 CDX's daytoday community support operation
Multidisciplined and handson approach in managing Omnichannel customer experience.
Fullscale social media & marketplace monitoring
Manage large amounts of enquiries in a timely and effective manner.
Research and study customer sentiments, problems for effective handling of enquiries.
Ensure effective and consistent communication when handling different enquiries from customers.
Building and maintaining effective internal and external stakeholder relationships.
Proactive in highlighting operational risks and areas for improvement.
Ensure service targets, SLA's and KPI's are met with optimum levels of quality & service delivery.

Responsibilities:

Proactively seek to improve communication scripts and service catalogue information.
Keep up to date with any industry changes affecting Customer Care and attend training sessions to continuously improve knowledge and performance.
Manage live chats, social media, telephony and thirdparty review sites.
Jointly update, maintain and perform record keeping of all customer interaction experiences on the Customer Care system knowledge base.
Ensure all internal, external and the Bank's regulatory reporting from CDX's Customer Care are prepared in a timely manner and with accuracy.
Perform all tasks as set in Standard Operating Procedures, policies and guidelines.
Proactively participate in continuous improvement activities pertaining to Customer Care operations.

Ad-hoc activities and others

Assist and facilitate in various adhoc projects e.g. User acceptance tests, process automation, requirements gathering, documentations
Any other duties/ assignment as and when directed by superior as per business requirement from time to time.
Support for graveyard hours operation for
Exceptional handling for block debit card
System performance monitoring for the Engineering team