Banking Customer Service & Cross-Sell Pro (Rotational Shifts)

Alliance Bank Malaysia Berhad; Kuala Lumpur; On-site; MYR 28,000 - 47,000; Full time

Job summary

Alliance Bank Malaysia Berhad in Kuala Lumpur is seeking a Customer Service Support representative. The role primarily handles inbound customer inquiries on banking products and resolves issues promptly while leveraging cross-selling opportunities to enhance customer value.

You will work in shifts including weekends on rotation, require fluent English and Bahasa Malaysia, and be computer-literate with the ability to multitask in a fast-paced banking environment.

Qualifications

• Handle customer enquiries related to Banking products and resolve queries promptly.
• Resolve customer complaints to the customer’s satisfaction.
• Utilise sales skills to optimize opportunities during customer contacts.

Responsibilities

• Handle customers’ enquiries related to all Banking products ensuring all are resolved timely and accurately
• Resolve customer complaints and problems to the satisfaction of the customer
• Handle customers’ inbound call efficiently in meeting the Service Turnaround target
• Use customer service and sales skills to optimize the opportunity of each customer contact
• Go the extra mile in resolving customers’ issues to differentiate the service experience from other Banks
• Liaise with other departments to resolve customers’ complaints and issues in ensuring service recovery is effective
• Escalates complaints and unresolved issues to the Investigation team for further action and follow up
• Alert management of issues or concerns that require escalation to resolve which may indicate a larger underlying problem
• Complete necessary documentation to manage the customer’s enquiries and complaints accurately and timely
• Capture each customer’s interaction and enter the relevant customer’s data and other relevant information into the system database as required
• Maximise opportunities to up sell or cross sell company products and services
• Participate in outbound initiatives ie survey or telesales organized by the Marketing department in support of the effort in increasing customers; product holding or enhancing customers’ experience

Skills

Customer service

Cross-selling

English communication

Bahasa Malaysia

Education

Diploma or higher qualification

Tools

MS Office

Job description

Alliance Bank Malaysia Berhad in Kuala Lumpur is seeking a Customer Service Support representative. The role primarily handles inbound customer inquiries on banking products and resolves issues promptly while leveraging cross-selling opportunities to enhance customer value.

You will work in shifts including weekends on rotation, require fluent English and Bahasa Malaysia, and be computer-literate with the ability to multitask in a fast-paced banking environment.