Customer Service Representative (Bilingual - Mandarin & English)

United Overseas Bank; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading bank in Asia is seeking a Customer Service Representative in Kuala Lumpur to deliver 24-hour one-stop customer service. The role involves educating customers about bank products, handling complaints, and entering customer data. Candidates should hold a recognized diploma and ideally have 2 years of experience, although fresh graduates are welcomed. A positive mindset and strong communication skills are essential. The position requires working on shifts, including weekends. This is an opportunity to make a meaningful impact in customer experiences.

Qualifications

• At least a recognized Diploma with minimum 2 years' experience.
• Fresh graduates are welcome to apply.
• Ability to work on rotational shifts, including weekends and Public Holidays.

Responsibilities

• Deliver 24 hour one-stop customer service.
• Handle and resolve customer complaints proficiently.
• Educate customers about the Bank's products and services.

Skills

Customer service skills

Communication skills

Attention to detail

Positive mindset

Team player

Education

Diploma or equivalent

Job description

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.

Job Description

This position is responsible for delivering 24‑hour one‑stop customer service, ensuring the highest standard of service delivery on personalized phone services, 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, assigning or acting on any required customer follow‑up in accordance with Call Centre guidelines, educating the customer about the Bank's products and services and directing them toward available resources for self‑help, entering customer data and other relevant information into the relevant systems completely and accurately, maintaining high integrity, confidentiality of customers and data, and proactively identifying, researching and gathering feedback from customers to improve and enhance customer experience.

Key Responsibilities

• Deliver 24 hour one‑stop customer service.
• Ensure 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 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' experience (SPM / STPM or equivalent certificate holders with at least 5 years of work experience 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

Equal Opportunity Statement

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.

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