Customer Service (Call Centre & Cross-selling)

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

It's a Customer Service Support where the job is required to work in shift based on rotation basis. The job is mainly required to servicing for incoming call aside need to support cross selling activities.

Job Description

• 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

Job Requirements

• Willing to work in shift working hour including weekend (based on rotation)
• Experience in cross-selling will be additional advantage
• At least 1 to 2 years working experience in handling customer service environment (Fresh Graduate are welcome to apply)
• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
• Good communication skills with the ability to converse fluent English and Bahasa Malaysia
• Computer literate and able to multi task.
• Work experience is not compulsoryCan start work immediately
• Our location is in Seksyen 15 (less than 1 KM from LRT Subang Jaya)