Executive/Senior Executive, Customer Relationship (Contact Centre)

Hong Leong Bank; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A financial services provider in Malaysia is seeking an Executive/Senior Executive for Customer Relationship roles in their Contact Centre. This position emphasizes delivering exceptional service to customers through effective communication and problem-solving. The ideal candidate should have strong interpersonal skills, proficiency in both English and Malay, and be adaptable to a rotating shift schedule. Benefits include annual leave, medical and dental coverage, and shift incentives.

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

Qualifications

• Fresh graduates or those with customer service experience are encouraged to apply.
• Proficient in both English and Malay; Mandarin is a plus.
• Ability to manage multiple customer interactions professionally.
• Willingness to work rotating shifts, including weekends and public holidays.

Responsibilities

• Provide exceptional customer service via phone interactions.
• Manage customer expectations and resolve inquiries related to banking products.
• Achieve sales targets and maintain product knowledge.
• Use multiple contact center systems to update customer information.

Skills

Customer service experience

Strong communication in English and Malay

Basic computer literacy

Interpersonal skills

Education

Diploma or SPM holder

Job description

Executive/Senior Executive, Customer Relationship (Contact Centre)

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

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