Executive, Virtual Banking

AFFIN Group; Petaling Jaya; On-site; MYR 24,000 - 36,000; Full time

Job summary

AFFIN Group is seeking a Customer Care professional to handle inbound inquiries from bank customers via phone and other channels. You will deliver accurate information, resolve issues promptly, and maintain high customer experience standards.

The role requires strong communication skills in English and Bahasa Malaysia, with Mandarin/Cantonese as an advantage, and a willingness to work shifts, including weekends and public holidays.

Qualifications

• Bachelor's Degree in any field (fresh) or SPM/Diploma holder with experience.
• Excellent command in English and Bahasa Malaysia (Spoken & Written).
• Ability to converse in Mandarin or Cantonese is an added advantage.
• Interpersonal skills in handling customer complaints and inquiries.
• Must be able to work on shifts, weekends & Public Holidays.

Responsibilities

• Handle inbound telephone interaction for Conventional and Islamic Bank customers.
• Handle inquiries via emails or internet banking.
• Provide correct information and resolve problems within time frame.
• Maintain high quality of Customer Experience and avoid repeated mistakes.
• Raise inquiries using case management with minimal errors and protect customer information.
• Handle customer complaints and complete daily logs/reports for reporting.
• Undertake administrative tasks delegated by Team Leader/Supervisor.

Skills

Customer service

Communication skills

Team player

Empathy

Education

Bachelor's Degree

Diploma with experience

SPM/Diploma holder

Job description

Create your future with Affin! You too can make a difference. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don't just stay at the forefront of the industry - you can make a difference too.

Job Purpose

To handle customer interaction from various channels pertaining to product and services, resolving them within the standards set.

Location

Menara Glomac, Kelana Jaya.

Rotational shifts/days

8:00 AM - 12:00AM

Duration

1-year Fixed Term Contract

Job Accountabilities

• Handle inbound telephone interaction for Conventional and Islamic Bank customers.
• Handle inquiries or requests that are received via other electronic channels (emails or internet banking)
• Provide correct information and resolve problem efficiently within time frame.
• To avoid repeated mistake and to ensure that the Customer Experience delivered at the highest quality.
• Inquiry and request must be raise using case management with minimum error, within required timeline and customer information are protected.
• Handling Customer Complaints
• Complete daily logs/reports for reporting
• Undertake and administrative task delegated by Team Leader/Supervisor.
• Apply tact, patience (listening and empathy skills and practice professionalism when handling customer enquiries, problem or complaints).
• Exercise sound credit, customer service in accordance with the Bank objective, policies and guidelines.

Job Requirements

• Bachelor's Degree in any field (fresh) or SPM/Diploma holder with experience.
• Possess working experience in Financial Services Industry or Contact Centre is an added advantage.
• Excellent command in English and Bahasa Malaysia (Spoken & Written).
• Ability to converse in Mandarin or Cantonese is an added advantage.
• Interpersonal skills in handling / attending to customer's complaint at point of contact.
• General knowledge in complaint management, banking policies and regulations.
• Customer centric and a strong team player.
• Must be able to work on shifts, weekends & Public Holidays.
• Fresh Graduate are welcome to Apply!