Assistant Manager - Premier Customer Service

PUBLIC MUTUAL BERHAD; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Public Mutual Berhad in Kuala Lumpur seeks an Assistant Manager - Premier Customer Service to oversee daily operations handling high net worth customers and uphold the service standards and customer experience.

You will resolve escalated enquiries, maintain quality for all unit holders within agreed turnaround times, and analyze daily and monthly reports to drive improvements. Collaboration with related departments to enhance systems and coordinate member engagement activities is expected.

Qualifications

• Degree in any related field.
• 6–8 years of experience in customer service, preferably in financial services.
• Minimum 3 years of experience in managing a team.
• Strong problem solving skills.
• Excellent communication and service orientation.

Responsibilities

• Oversee daily operations in handling high net worth customers and uphold the service standard and customer experience.
• Ensure prompt resolution of escalated enquiries/complaints.
• Maintain and uphold service quality provided to all unit holders with adherence to turnaround times.
• Analyze daily and monthly reports to improve service standards.
• Liaise with relevant departments to enhance systems.
• Coordinate seminars, projects and member engagement activities.

Skills

Problem solving

Excellent communication

Service oriented

Education

Bachelor's degree or equivalent

Job description

Responsibilities

• To oversee daily operations in handling of high net worth customers and uphold the overall customer service standard and customer experience.
• To ensure prompt resolution of escalated enquiries/ complaints.
• To maintain and upkeep the service quality provided to all unit holders with adherence to the specified turnaround time.
• To analyse daily and monthly reports to improve the service standards.
• To liaise with relevant departments in the enhancement of systems.
• To coordinate seminars, projects, and members’ engagement activities, etc.

Assistant Manager - Premier Customer Service

Responsibilities

• To oversee daily operations in handling of high net worth customers and uphold the overall customer service standard and customer experience.
• To ensure prompt resolution of escalated enquiries/ complaints.
• To maintain and upkeep the service quality provided to all unit holders with adherence to the specified turnaround time.
• To analyse daily and monthly reports to improve the service standards.
• To liaise with relevant departments in the enhancement of systems.
• To coordinate seminars, projects, and members’ engagement activities, etc.

Requirements:

• Degree in any related fields.
• At least 6 - 8 years of working experience in customer service preferably in the financial services industry.
• Minimum 3 years of experience in managing a team.
• Possess good problem solving skills.
• Excellent communication and service-oriented.

Only shortlisted candidates will be notified.

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Public Mutual, No.1 in private unit trusts and the Private Retirement Scheme (PRS) in Malaysia. A wholly-owned subsidiary of Public Bank.

• Manages over 170 funds in-house for around 5 million accountholders.
• Offers a comprehensive range of conventional & Shariah-based unit trust and Private Retirement Scheme (PRS) funds.
• Over 40 years of investment experience.
• Extensive distribution force of around 30,000 unit trust consultants (UTCs).
• Supported by 31 customer service centres and branches nationwide.
• Augmented by more than 260 Public Bank branches, which also serve as Public Mutual’s ubiquitous collection centres.

Public Mutual, No.1 in private unit trusts and the Private Retirement Scheme (PRS) in Malaysia. A wholly-owned subsidiary of Public Bank.

• Manages over 170 funds in-house for around 5 million accountholders.
• Offers a comprehensive range of conventional & Shariah-based unit trust and Private Retirement Scheme (PRS) funds.
• Over 40 years of investment experience.
• Extensive distribution force of around 30,000 unit trust consultants (UTCs).
• Supported by 31 customer service centres and branches nationwide.
• Augmented by more than 260 Public Bank branches, which also serve as Public Mutual’s ubiquitous collection centres.