Customer Service- Bank Operation - Kuala Lumpur, Malaysia - Canaan Communication & Technologies Sdn Bhd

Canaan Communication & Technologies Sdn Bhd

Verified Company

Kuala Lumpur, Malaysia

2 days ago

Posted by:

Siti Tan

beBee Recruiter

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