Executive, Customer Relationship - Contact Centre

Hong Leong Bank; Malaysia; On-site; MYR 28,000 - 42,000; Full time

Benefits offered by this job

EPF/SOCSO contributions

Leave entitlements

Medical benefits

Shift allowance

Job summary

Hong Leong Bank in Malaysia is seeking a customer service representative to handle inbound calls, answer queries and provide suitable solutions. You will cross-sell products, log interactions per SOP and escalate unresolved issues to supervisors to ensure quick resolutions.

Fresh graduates and Diploma/SPM holders are welcome. Proficiency in English and Malay is required; Mandarin is an advantage. Work on shifts in PJ City / OUG / Kelana Jaya with training and allowances provided.

Qualifications

• Malaysian citizen
• Fresh graduates welcome
• Diploma or SPM holders welcomed
• Good communication in English and Malay; Mandarin an advantage
• Patient, confident, active listening, problem solving, detail-oriented
• Able to manage multiple customer interactions
• Basic PC knowledge; adapt to new software
• Shift-work available on weekdays, weekends and public holidays (allowance)
• Willing to work in PJ City / OUG / Kelana Jaya

Responsibilities

• Attend inbound calls and respond to customer queries professionally
• Provide appropriate solutions and alternatives
• Cross-sell and up-sell suitable products/services
• Keep records per SOP; escalate unresolved matters to Team/Service Manager
• Aim to achieve individual targets while maintaining quality and compliance
• Strive to meet productivity and KRA targets

Skills

Communication skills

English & Malay

Mandarin advantage

Active listening

Problem solving

Multitasking

Education

Diploma

SPM

Job description

If you are looking to excel and make a difference, take a closer look at us…

Job Description

Attend incoming calls and respond to customer’s queries and requests in a courteous and professional manner, provide appropriate solutions and alternatives Providing high quality service to achieve customer satisfaction by resolving customer queries at first contact where possible. Personalize service by cross selling and up selling products and services that are suitable for customers. Keep records of all call information in line with the SOP; Deliver proper escalation of unresolved matters to Team Manager / Service Manager for resolution. Responsible for achieving individual targets and goals whilst maintaining quality and compliance. Continuously strive to attain and exceed agreed productivity and KRA targets

Jobholder Requirements

Malaysian citizen Fresh graduates from various backgrounds of study are invited to apply for this position. Diploma and SPM holder are welcomed to apply too. Good communication skills in English and Malay, being able to communicate in Mandarin is an advantage. Patient, confident, active listening skills, problem solving skills and attentive to details. Able to manage multiple customer interactions. Basic PC knowledge, with the ability to quickly adapt to new software applications. Must be able to work on shift during weekdays, weekends and public holidays (allowance provided). Must be willing to work in PJ City / OUG / Kelana Jaya.

Benefits

• Competitive employer contribution on EPF and SOCSO Annual Leaves, Sick leaves, Birthday Leave entitlement Medical, Dental benefits Shift allowance, Good Attendance Allowance, Sales Incentives (if any)
• Mandarin Speaker Allowance (applicable to mandarin speaker) Overtime and Public Holidays Allowance
• 2 weeks of classroom training is provided in PJ City

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China. We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life‑long learning, achieve the career aspirations and grow talent from within our organisation.

HLB Overview

Hong Leong Bank(“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology. As the service and financial landscape changes rapidly with the ever‑increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement. HLB’s ethos of being Digital-At-The-Core powered by customers‑at‑the‑forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.