Executive/Senior Executive, Customer Relationship (Contact Centre)

Hong Leong Bank Berhad; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial institution in Malaysia is seeking an Executive/Senior Executive for Customer Relationship in Petaling Jaya. The successful candidate will provide exceptional customer service through various channels. Key responsibilities include managing customer interactions and resolving issues promptly. Candidates should have good communication skills in English and Malay, and a willingness to work shifts. This role offers various benefits including annual leave and medical coverage.

Benefits

Competitive employer contribution on EPF and SOCSO

Annual Leave, Sick Leave, Birthday Leave

Medical and Dental benefits

Shift allowance

Good Attendance Allowance

Sales Incentives

Overtime and Public Holidays Allowance

Training provided

Qualifications

• Candidates with experience in customer service (call centre).
• Willingness to work a rotating shift schedule.
• Must maintain composure in managing multiple customer interactions.

Responsibilities

• Manages the full customer interaction lifecycle, independently resolving complex issues.
• Proficiently uses contact center systems to access and update customer information.
• Responsible for professional customer call handling and managing expectation.

Skills

Good communication skills in English and Malay

Excellent interpersonal skills

Patience and professionalism

Basic computer literacy

Education

Diploma or SPM holders

Fresh graduates across all disciplines

Job description

Executive/Senior Executive, Customer Relationship (Contact Centre)

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The Customer Relationship Officer (CRO) is responsible for providing exceptional customer service and support to customers via phone, effectively managing customer expectations (including handling difficult customer interactions), and handling a wide range of inquiries related to banking products, promotions, sales, and services, including credit cards, deposits, and loans. This role requires in-depth product knowledge, strong communication and problem-solving skills, the ability to achieve sales targets, and proficiency in navigating multiple systems.

This role reports to the Team Manager, Customer Relationship.

Key responsibilities

• Manages the full customer interaction lifecycle, independently resolving complex issues with strong problem-solving skills.
• After a 6-month onboarding, personalized customer interactions by offering relevant credit card or other sales services to meet needs and achieve sales goals.
• Committed to continuous improvement, consistently aiming to exceed productivity and KRA targets, including sales and risk detection metrics.
• Proficiently uses up to 12 different contact center systems to accurately access and update customer information, process service requests, and maintain detailed records in line with SOPs.
• Responsible for professional customer call handling, including expectation management, resolving tough interactions, and ensuring all queries and requests receive accurate, complete, and timely responses.

Jobholder Requirements

• Fresh graduates across all disciplines, including Diploma and SPM holders.
• Candidates with experience in customer service (call centre).
• Good communication skills in English and Malay, being able to communicate in Mandarin is a plus.
• Possess excellent interpersonal and communication skills, including active listening, patience, confidence, and professionalism in resolving issues.
• Maintains composure and professionalism when managing multiple customer interactions and challenging situations.
• Basic computer literacy, with the capacity to quickly learn new software and navigate various computer systems.
• Willingness to work a rotating shift schedule, covering weekdays, weekends, and public holidays, between 7:00 am and 1:00 am (shift allowance provided).
• Must be willing to work at our PJ City, OUG, or Kelana Jaya locations.
• Competitive employer contribution on EPF and SOCSO
• Annual Leave, Sick leave, Birthday Leave entitlement
• Medical and Dental benefits
• Shift allowance, Good Attendance Allowance, Sales Incentives (if any); Mandarin Speaker Allowance (applicable for Mandarin speakers)
• Overtime and Public Holidays Allowance
• 2 weeks of classroom training is provided in PJ City

Company & Benefits

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 their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.

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