Customer Service Representative (Bilingual - Mandarin & English)

UOB; Kuala Lumpur; Hybrid; MYR 28,000 - 40,000; Full time

Benefits offered by this job

Be a Part of the UOB Family

Job summary

6250 UOB Centre of Excellence (M) Sdn. Bhd is hiring for a Call Centre Associate to deliver round-the-clock customer service. The role focuses on providing accurate information, resolving issues, and guiding customers to relevant resources across banking products and services.

A strong customer-first attitude and bilingual English/Mandarin skills are essential. Eligible candidates hold a Diploma with at least 2 years of experience; fresh graduates are welcome.

Qualifications

• Diploma holder with at least 2 years of work experience.
• Fresh graduates are welcome to apply.
• Experience in Call Centre, Banking or Customer Service is an advantage.
• Must be able to work on rotational shifts including weekends and public holidays.
• Good communication skills in English and Mandarin (verbal and written).
• Demonstrates a positive, can-do attitude and professional conduct.

Responsibilities

• Deliver 24-hour one-stop customer service via phone.
• Provide prompt, accurate answers and solutions with the customer’s best interests in mind.
• Handle and resolve customer complaints professionally.
• Educate customers about UOB’s products and services and guide them to self-help resources.
• Enter customer data accurately into relevant systems and maintain confidentiality.
• Follow Call Centre guidelines for customer follow-up and service quality.
• Support continuous improvement by gathering customer feedback.

Skills

Communication skills

Bilingual English & Mandarin

Education

Diploma

Job description

Company: 6250 UOB Centre of Excellence (M) Sdn. Bhd

About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values - Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Key Responsibilities

• Deliver 24 hour one-stop customer service.
• Ensures highest standard of service delivery on personalized phone services to our customers.
• Providing prompt and accurate answers, alternatives or solutions to customers with their best interests at heart.
• Handling and resolving customer complaints proficiently.
• Displaying a high level of quality and professionalism when dealing with customers.
• Assigns or acts on any required customer follow-up in accordance with Call Centre guidelines.
• Educates the customer about the Bank’s products and services and directs them toward available resources for self-help.
• Enters customer data and other relevant information into the relevant systems (as required) completely and accurately.
• Maintain high integrity in delivery of honest value in every interaction and in our conduct with customer.
• Maintains confidentiality of the Bank’s customers and data.
• Proactively identifying, researching and gathering feedback from customers to improve and enhance customer’s experience.

Key Requirements

• At least a recognized Diploma with minimum 2 years’ experiences.
• (SPM / STPM or equivalent certificate holders with at least 5 years of work experienced may be considered).
• Ability to work on rotational shifts including weekends and Public Holidays to support 24x7 Call Centre service operations.
• Fresh graduates are welcome to apply.
• Experience in Call Centre, Banking or Customer Service environment will be an advantage.
• Possess a positive mindset with a "CAN-DO" attitude and passion to deliver quality customer service.
• Possess a pleasant voice & good telephone etiquette.
• Resourceful, proactive, attentive to details and a good team player.
• Possess good communication skills (verbal and written English & verbal Mandarin)

Additional Requirements

• Be a Part of the UOB Family

UOB is an equal opportunity employer.

UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors.

All employment decisions at UOB are based on business needs, job requirements and qualifications.

If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region.

Career Site: UOB Career site