Customer Service Executive (Contact Centre)

OCBC; Kuala Lumpur; Sur place; MYR 29 000 - 42 000; Plein temps

Résumé du poste

OCBC in Kuala Lumpur is seeking a customer service oriented professional to handle inbound calls for a range of consumer financial products. You will provide accurate information, solve queries with a personalized service approach, and maintain professional phone etiquette.

The role requires a proactive team player who can work under pressure, manage time efficiently, and contribute to first call resolution.

Qualifications

• Fresh degree holders welcome; training provided.
• Diploma holders with 1 year of contact centre or consumer banking experience.

Responsabilités

• Attend inbound calls on consumer financial products and services.
• Provide accurate information and effective solutions to queries.
• Deliver personalized customer service with professional phone etiquette.
• Aim for first call resolution and follow up on unresolved issues.
• Cross-sell bank products when appropriate.
• Ensure compliance with Group Policy and local regulations.
• Work in shift rotations (24/7), including public holidays.

Connaissances

Customer service mindset

Team player

Leadership

Thrives under pressure

Multitasking

Time management

Problem solving

Attention to detail

Formation

Fresh degree

Diploma

Description du poste

• 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.