Executive, Virtual Banking

Affin Pheim; Petaling Jaya; On-site; MYR 28,000 - 40,000; Full time

Job summary

Affin Pheim in Malaysia is seeking customer service professionals to handle inbound calls for conventional and Islamic banking, and to respond to inquiries from emails or internet banking channels.

The role requires English and Bahasa Malaysia fluency, with Mandarin/Cantonese as a plus. Fresh graduates are welcome; shifts including weekends and public holidays are required, and effective complaint handling is expected.

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 / 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!

Responsibilities

• 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 raised 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) and professionalism when handling customer enquiries, problem or complaints.
• Exercise sound credit, customer service in accordance with the Bank objective, policies and guidelines.

Skills

English proficiency

Bahasa Malaysia

Multilingual (Mandarin/Cantonese)

Customer service

Communication skills

Team player

Shift work

Education

Bachelor’s Degree

SPM/Diploma

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.**Location: Menara Glomac, Kelana Jaya.****Rotational shifts/days: 8:00 AM - 12:00 AM****Duration: 1-year Fixed Term Contract****KEY RESPONSIBILITIES*** 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.**SKILLS/KNOWLEDGE*** 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!**