Customer Service Assistant

RHB Banking Group; Kuala Lumpur; On-site; MYR 36,000 - 50,000; Full time

Job summary

A leading company in banking seeks a competent professional to manage customer complaints and inquiries. The ideal candidate will ensure timely resolution, maintain quality standards, and promote a positive culture in complaint handling. Responsibilities include administrative tasks, training subordinates, and ensuring compliance with service standards.

Qualifications

• Equipped with knowledge in complaint handling procedures.
• Ability to handle customer inquiries across various touchpoints.
• Training and guidance experience for subordinates.

Responsibilities

• Manage complaints and maintain quality complaint files.
• Liaise with other departments to resolve inquiries.
• Perform administrative tasks related to customer service.

Skills

Product Knowledge

Customer Service

Complaint Management

Administrative Skills

Job description

• To manage complaints in a timely manner
• To maintain complaint files as per quality standard, customers and regulatory requirements.
• To assist in development, maintenance and management of complaint handling procedures.
• To provide training and guidance to subordinates.
• Record, monitor and report on the progress of complaints and compliance with statutory and procedures as required.
• Ensure colleagues follow the appropriate complaints procedure within relevant turnaround time whilst promoting a positive culture of learning from complaints
• Handle customer enquiries and policy matters accurately and in a timely manner via all touchpoints, including inbound, walk-in and non-voice.
• Perform administrative tasks related to customer inquiries and policy matters such as issue cover note, process policy renewal, update payment, issue official receipt, perform NCD withdrawal, submit cancellation, and etc. with accuracy and a commitment to quality.
• Liaise effectively with other members of Service Centre and other departments to resolve enquiries/ requests, where applicable.
• Prompt and accurate in completing all related administrative activities, in accordance with relevant service and regulatory standard.
• Assist in complaint handling and management.
• Equipped and knowledgeable in all areas such as Product Knowledge, Procedures, Guidelines, Services and handling customers.
• Performs any other job-related duties and projects as assigned by superior.