Customer Service Executive - Contact Centre (Fresh Graduate)

OCBC; Kuala Lumpur; On-site; MYR 40,000 - 54,000; Full time

Job summary

OCBC in Kuala Lumpur is hiring for a customer service professional to handle inbound enquiries across banking products. You will provide accurate, timely information and solutions with a focus on first-call resolution and personalized service.

You will participate in after-call duties, QA, and feedback loops with business partners, while promoting self-service channels and cross-selling where appropriate.

Qualifications

• Fresh Degree Holders are welcomed to apply. Training will be provided.
• 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.

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 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.
• 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

Team player

Leadership

Independent

Multitasking

Time management

Problem solving

Education

Bachelor's degree

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.
• 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.