Customer Contact Center

RHB Investment Bank Berhad; Malaysia; On-site; MYR 39,000 - 61,000; Full time

Job summary

RHB Investment Bank Berhad is seeking a Customer Care Officer to support affluent customers in Malaysia with product information and service guidance. You will handle inquiries, resolve issues, and escalate as appropriate to ensure high service levels.

As a CCC team member, you may take on special tasks from Heads or committees within bank policy, and you should be ready to work a 24/7 shift cycle with strong communication in English and Mandarin/Cantonese.

Qualifications

• Experience in customer service, telemarketing, call center or related roles with frequent customer interaction.
• Strong leadership, interpersonal and communication skills; able to motivate others.
• Good knowledge of retail products and services.
• Customer care, call center systems, and leads management experience.
• Proficiency with CRM/Customer Care systems; basic computer skills.

Responsibilities

• Understand services and products offered to customers.
• Provide information on new products and communicate with affluent customers.
• Facilitate customer calls and resolve issues.
• Manage disgruntled customers, handle complaints and escalate as needed.
• Process requests and ensure communication to relevant teams.

Skills

Customer service

Leadership

Interpersonal communication

CRM knowledge

English communication

Mandarin or Cantonese

Shift work (24/7)

Tools

CRM Systems

CC Pulse

NICE & WFM

WFM

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

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Yes, you.

Our employees are one of the reasons we are here today.

Dynamic, forward-thinking and progressive, there is a reason why we are an award-winning financial institution.

Join us today and be a part of a winning family.

At RHB, we take pride in our people and our teams. Great relationships built on trust, a 'leading it right' environment, challenging assignments and a culture of excellence are the pillars to the dynamic and diversified workplace we call home.

As we grow towards realising our aspirations, we promise a workplace built on the five pillars – RHB Cares; RHB Leads; RHB Inspires; RHB Progresses; and RHB Rewards.