Customer Service Executive (Contact Centre)

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

Job summary

OCBC in Kuala Lumpur is seeking a customer service professional to handle inbound calls for consumer banking products. You will provide personalized service with professional phone etiquette, aiming for first call resolution and offering self-service options.

Fresh graduates are welcomed; training is provided. Diploma holders with 1+ year in contact center or banking can apply. Shift rotations (24/7) including public holidays are required.

Qualifications

• Fresh Degree Holders are welcome to apply; training will be provided.
• Diploma holders - minimum 1 year in Contact Centre and/or Consumer Financial Services (Banking).
• Candidate should have customer-centric mindset and strong service orientation.
• Committed and a good team player with willingness to step into a leadership role.
• Independent, resourceful and able to work under pressure.
• Meticulous, well organized and capable of problem-solving.
• Able to multitask and manage time effectively.
• Willing to work on shift rotations (24/7) including public holidays.
• Work location: Menara Great Eastern 2, Jalan Ampang, KL.

Responsibilities

• Attend inbound calls and inquiries across consumer financial products and services.
• Provide accurate timelines and effective solutions to customer queries.
• Deliver personalized customer service with professional phone etiquette.
• Aim for first call resolution and follow up on unresolved issues.
• Cross-sell bank products and services where appropriate.
• Convey customer feedback to business partners for improvements.
• Introduce customers to self-service/automated channels.

Skills

Customer service

Communication

Problem solving

Teamwork

Time management

Adaptability

Education

Bachelor's degree

Diploma

Job description

• 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.

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 with the set procedures with zero defect.
• To consolidate and provide customer's feedback to respective business partners for improvements and enhancements.

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.

Job Requirements

• Fresh Degree Holders are welcomed to apply. Training will be provided.
• 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.
• Working location is at Menara Great Eastern 2, Jalan Ampang, KL.