Customer Service (Call Centre & Cross-selling)

Alliance Bank Malaysia Berhad; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading bank in Malaysia seeks a Customer Service Support representative. Key duties include handling customer inquiries and complaints, providing solutions, and supporting cross-selling activities. Ideal candidates will have strong communication skills and have experience in a customer service environment, although fresh graduates are welcome to apply. This role requires the flexibility to work shifts, including weekends.

Qualifications

• Experience in customer service environment preferred.
• Ability to converse fluently in English and Bahasa Malaysia.
• Fresh graduates welcome to apply.

Responsibilities

• Handle inquiries related to banking products and resolve complaints.
• Manage customer interactions efficiently to meet service targets.
• Maximize opportunities for upselling or cross-selling.

Skills

Communication Skills

Customer Service Skills

Sales Skills

Education

Diploma or higher in any field

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 compulsory
• Can start work immediately
• Our location is in Seksyen 15 (less than 1 KM from LRT Subang Jaya)