Customer Contact Center

RHB Banking Group; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A financial services company in Kuala Lumpur is seeking individuals for a customer service role. You will be responsible for understanding and communicating product information, resolving issues, and managing customer complaints. The ideal candidate should have experience in customer service, excellent communication skills, and proficiency in Mandarin or Cantonese and English.

Qualifications

• Preferably with working experience in customer service, telemarketing or related roles.
• Excellent leadership, interpersonal, communication & motivational skills.
• Good knowledge in retail products and services.
• Proficient in Mandarin or Cantonese and English.

Responsibilities

• Understand the different types of services and products offered to customers.
• Provide information on new products and services for affluent customers.
• Facilitate customer calls and resolve issues.
• Manage customer complaints and escalate when necessary.

Skills

Customer service experience

Leadership skills

Communication skills

Knowledge of CRM systems

Job description

Key Responsibilities

• Understand the different types of services and products offered to customers
• Provide and communicate information on new product and services for affluent customers
• Facilitate customers calls and resolve customer issues
• Manage disgruntled customer, handle customer complaints and escalates to relevant parties
• Process customer request and ensure communication to relevant parties
• As CCC team members, to be involved in special task(s) assigned to by Heads or relevant committees, as long as within the Bank’s policy and guideline.

Requirements

• Preferably with working experience in customer service, telemarketing, call center or any other related roles which requires frequent interaction with customers
• Excellent leadership, interpersonal, communication & motivational skills.
• Good knowledge in retail products and services
• Customer service and leads management skill.
• Good knowledge in Customer Care/Call Center system eg. CRM, CC Pulse, NICE & WFM.
• General computer skill.
• Proficient in either Mandarin or Cantonese and English is a must
• Malaysian Native speaker with the above or more required languages is an added advantage
• Willing to work on 24/7 shift cycle