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- To attend to inbound calls enquiries over various range consumer financial products and services
- To handle calls professionally by providing accurate and timeline information and able to provide effective solution to customer's queries.
- To provide personalized customer service to customers, whilst maintaining a professionalism and a proper phone etiquette
- 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 defect
- To consolidate and provide customer's feedback to respective business partners for improvements and enhancements
- To introduce and create customer awareness on self-service/automated banking channels
- To cross-sell bank products and services when appropriate
- To ensure adherence and full compliance with Group Policy and Standards, local laws and regulations and control and procedures of the bank Qualifications
- Fresh graduates are strongly urged to apply
- Degree or Diploma holders with 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
Customer Service Executive - Kuala Lumpur, Malaysia - OCBC Bank
Description
Customer Service Executive (Contact Centre DescriptionServices
Quality Assurance
Alternative Channels and Cross-Selling
Compliance