Executive/Senior Executive, Customer Relationship - Contact Centre

Hong Leong Bank Berhad; Petaling Jaya; On-site; MYR 42,000 - 62,000; Full time

Benefits offered by this job

EPF & SOCSO

Annual & Sick Leave

Shift allowance

Overtime pay

Training in PJ City

Job summary

Hong Leong Bank Berhad is seeking an Executive/Senior Executive, Customer Relationship for the Contact Centre in Malaysia. The role focuses on handling incoming calls, delivering high-quality service, and achieving customer satisfaction through effective problem solving and product recommendations.

Fresh graduates and Diploma/SPM holders are welcome. Shift work is required with allowances, and training is provided to ensure strong performance and compliance with SOPs.

Qualifications

• Must have good communication skills in English and Malay; Mandarin an advantage.
• Able to handle multiple customer interactions efficiently.
• Fresh graduates and diploma/SPM holders welcome to apply.
• Willing to work in shift including weekends and public holidays.

Responsibilities

• Attend incoming calls and respond to customer queries courteously and professionally.
• Resolve queries at first contact where possible to achieve satisfaction.
• Cross-sell and upsell suitable products and services.
• Maintain call records in line with SOP and escalate unresolved matters to supervisors.
• Meet individual targets and productivity/KRA expectations.

Skills

English/Malay communication

Active listening

Problem solving

Attention to detail

Multitasking

Basic PC knowledge

Education

Diploma or SPM welcomed

Tools

MS Office

Job description

Executive/Senior Executive, Customer Relationship - Contact Centre

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

Job Responsibilities

• 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

• Candidates with full working rights for Malaysia
• 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 & Perks

• Competitive employer contribution on EPF and SOCSO
• Annual Leaves, Sick leaves, Birthday Leave entitlement
• 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 their career aspirations and grow talent from within our organisation.