Customer Service Representative (Live Chat)

UOB; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading bank in Asia is seeking a customer service representative to join their team in Kuala Lumpur. The role involves responding to customer inquiries through live chat, managing multiple interactions while maintaining quality service, and documenting all interactions in the CRM system. Applicants should have at least 1 year of relevant experience, exceptional writing skills, and a strong customer service orientation. The position requires flexibility to work in rotational shifts, including weekends and public holidays.

Qualifications

• Minimum of 1 year of customer service experience in a similar role.
• Exceptional proficiency in written English.
• Strong attention to grammar, spelling, and chat/email etiquette.
• Hands-on experience with CRM platforms.

Responsibilities

• Respond to customer inquiries through live chat.
• Provide assistance on banking and cards products.
• Manage multiple chat interactions simultaneously.
• Document customer interactions in the CRM system.
• Foster a collaborative team environment.

Skills

Customer service experience

Written communication skills

Interpersonal skills

Problem-solving skills

Attention to detail

Multitasking ability

Team player

Flexibility

Tools

CRM systems

Telephony tools

Job description

Overview

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

Key Responsibilities

• Customer Support and Operations: Respond to customer inquiries and resolve concerns efficiently through live chat, ensuring prompt and accurate responses in line with company standards.
• Provide expert assistance on various Banking and Cards products, services, and account-related inquiries.
• Manage multiple chat interactions simultaneously, maintaining high-quality and personalized service for each customer.
• Perform outbound and inbound calls when required to ensure comprehensive customer support.
• Follow through on unresolved customer issues, providing timely updates and best-in-class resolutions.
• Adhere to established company policies, procedures, and regulations, including compliance requirements for the financial industry.
• Document all customer interactions and resolutions in the CRM system, ensuring accuracy and completeness of records.
• Collaboration and Improvement: Foster a collaborative and professional environment within the team to achieve shared goals and ensure consistent service excellence.
• Attend team huddles and contribute to discussions on performance, workflow improvements, and customer satisfaction initiatives.
• Perform additional tasks or projects assigned by the supervisor, ensuring alignment with business objectives.

Key Requirements

• Experience: Minimum of 1 year of customer service experience in a similar role (Live Chat, Email or Inbound Voice). Contact center experience is highly preferred.
• Technical Knowledge: Familiarity with credit card and retail banking products is advantageous.
• Written Communication Skills: Exceptional proficiency in written English, with attention to grammar, spelling and chat/email etiquette.
• Customer Service Orientation: Strong interpersonal and problem-solving skills, with the ability to maintain professionalism in challenging situations.
• Efficiency: High typing speed with excellent accuracy and attention to detail.
• Multitasking Ability: Ability to manage multiple chat conversations efficiently while maintaining quality service and ability to work independently with strong attention to details.
• Team Player: A team player with cooperative mindset and the ability to adapt in a diverse environment. Strong collaboration skills and the ability to work in a fast-paced team environment.
• Flexibility: Willingness to work in rotational shift pattern, including weekends and public holidays, based on operational needs.

Essential Technical Skills

• CRM systems: Hands-on experience with CRM platforms to document and track customer interactions.
• Telephony tools: Proficiency with contact centre telephony systems or equivalent communication platforms used in customer support environment.

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.

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