Customer Service Executive (Contact Centre)

OCBC; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services provider in Kuala Lumpur is seeking customer service professionals to manage inbound calls regarding financial products. The ideal candidate should have a degree or diploma with customer service experience, strong problem-solving skills, and the ability to work in a fast-paced environment. Shift rotations may include public holidays. The role offers a competitive salary and comprehensive benefits.

Benefits

Competitive base salary

Flexible benefits

Learning and development opportunities

Qualifications

• Degree holders preferred; fresh graduates welcomed.
• Minimum 1 year in Contact Centre or Consumer Financial Services.
• Willingness to work shift rotations.
• Effectively solve problems and manage tasks.

Responsibilities

• Attend to inbound calls for financial products.
• Provide accurate information and effective solutions.
• Achieve first call resolution and follow up on issues.
• Cross-sell bank products and services.
• Ensure compliance with policies and procedures.

Skills

Customer service mindset

Problem solving

Multitasking

Time management

Education

Degree in a relevant field

Diploma with minimum 1 year experience

Job description

Overview

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. By taking the time to truly understand people, we provide support, services, solutions, and career paths that meet their needs and desires. Today, we’re on a journey of transformation, leveraging technology and creativity to become a future-ready learning organisation. Our strategic ambition 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.

Job Description

Services

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

Job Requirements

• 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. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.