Customer Service Executive

OCBC Group; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Benefits offered by this job

Competitive base salary

Holistic benefits

Community initiatives

Professional development

Job summary

OCBC Group in Malaysia is seeking a Customer Service Executive to be the first point of contact for customers, helping them navigate financial journeys and delivering personalized service.

You will attend inbound calls on consumer financial products, provide accurate timelines, and cross-sell bank services when appropriate while upholding professional phone etiquette.

Qualifications

• Degree Holders – related working experience preferred; however, fresh graduates are welcomed to apply
• Diploma holders – minimum of 1 year of working experience in Contact Centre and /or Consumer Financial Services (Banking)
• Possess customer centric / strong customer service mindset
• Committed and a good team player with willingness to step into a leadership role
• Independent and resourceful with the ability to thrive under pressure
• Meticulous, well organized and has the ability to solve problems
• Able to multitask and manage time effectively
• Willing to work on shift rotations (24/7) which includes Public Holidays

Responsibilities

• To attend to inbound calls enquiries over various range consumer financial products and services.
• To handle calls professionally by providing accurate and timeline information and able to provide effective solution to customer’s queries.
• To provide personalized customer service to customers, whilst maintaining a professionalism and a proper phone etiquette.
• To introduce and create customer awareness on self-service/automated banking channels.
• To cross-sell bank products and services when appropriate.
• To ensure adherence and full compliance with Group Policy and Standards, local laws and regulations and control and procedures of the bank.

Skills

Customer service mindset

Leadership potential

Team player

Multitask

Education

Degree Holders

Diploma holders

Job description

WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

Customer Service Executive

Why Join

Imagine being the first point of contact for our customers, helping them navigate their financial journey and providing solutions to their queries. As a Contact Center Agent at OCBC, you'll have the opportunity to make a real difference in people's lives, while developing your skills and career in a dynamic and supportive environment.

How you succeed

To excel in this role, you'll need to be customer-focused, empathetic, and proactive. You'll work closely with our customers to understand their needs, resolve their issues, and provide personalized solutions. By building strong relationships and delivering exceptional service, you'll drive customer satisfaction and loyalty, while contributing to the growth and success of OCBC.

What you do

• To attend to inbound calls enquiries over various range consumer financial products and services.
• To handle calls professionally by providing accurate and timeline information and able to provide effective solution to customer’s queries.
• To provide personalized customer service to customers, whilst maintaining a professionalism and a proper phone etiquette.

Quality Assurance

• To achieve first call resolution where possible and follow up with customers on unresolved issues.
• To perform after call duties and quality assurance in accordance to the set procedures with zero defect.
• To consolidate and provide customer’s feedback to respective business partners for improvements and enhancements.

Alternative Channels and Cross-Selling

• To introduce and create customer awareness on self-service/automated banking channels.
• To cross-sell bank products and services when appropriate.

Compliance

• To ensure adherence and full compliance with Group Policy and Standards, local laws and regulations and control and procedures of the bank.

Who you are

• Degree Holders – related working experience preferred; however, fresh graduates are welcomed to apply
• diploma holders – minimum of 1 year of working experience in Contact Centre and /or Consumer Financial Services (Banking)
• Possess customer centric / strong customer service mindset
• Committed and a good team player with willingness to step into a leadership role
• Independent and resourceful with the ability to thrive under pressure
• Meticulous, well organized and has the ability to solve problems
• Able to multitask and manage time effectively
• Willing to work on shift rotations (24/7) which includes Public Holidays

What we offer

• Competitive base salary.
• A suite of holistic, flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry-leading learning and professional development opportunities.

Equal opportunity.

Fair employment.

Selection based on ability and fit with our culture and values.

What we offer

• Competitive base salary.
• A suite of holistic, flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry-leading learning and professional development opportunities.
• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

Who we are

As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

Who we are

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.

Let’s build the bank we need for the future we want.

Find the best version of yourself in a friendly, supportive team. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here