Senior Executive, Customer Service (Call Centre & Cross-selling)

Alliance Bank Malaysia Berhad; Subang Jaya; On-site; MYR 20,000 - 100,000; Full time

Job summary

A banking and financial solutions provider is seeking a Senior Executive for Customer Service in Subang Jaya, Malaysia. The role involves handling customer enquiries and complaints, managing inbound calls, and supporting cross-selling activities. Candidates should possess good communication skills in English and Bahasa Malaysia, and a diploma is the minimum educational requirement. Fresh graduates are welcome to apply.

Qualifications

• Willing to work in shift hours including weekends.
• At least 1 to 2 years of experience in a customer service environment is preferred.
• Good communication skills in English and Bahasa Malaysia.

Responsibilities

• Handle customers’ enquiries related to all banking products.
• Resolve customer complaints and ensure satisfaction.
• Maximise opportunities to up-sell or cross-sell company products.

Skills

Customer service skills

Sales skills

Problem-solving

Communication skills

Multitasking

Education

Diploma or higher

Job description

Senior Executive, Customer Service (Call Centre & Cross‑selling)

Alliance Bank Malaysia Berhad and its subsidiary, Alliance Islamic Bank Berhad, offers banking and financial solutions across various sectors.

This role requires working on a shift rotation basis. The primary responsibilities include servicing incoming calls and supporting cross‑selling activities.

Responsibilities

• Handle customers’ enquiries related to all banking products, ensuring timely and accurate resolution.
• Resolve customer complaints and problems to the satisfaction of the customer.
• Efficiently manage inbound calls while meeting service turnaround targets.
• Use customer service and sales skills to maximize opportunities of each customer contact.
• Go the extra mile in resolving customer issues to differentiate the service experience.
• Liaise with other departments to resolve complaints and ensure effective service recovery.
• Escalate complaints and unresolved issues to the Investigation team for further action.
• Alert management of issues or concerns that may indicate larger underlying problems.
• Complete necessary documentation to manage customer enquiries and complaints accurately and timely.
• Capture each customer interaction and enter relevant data into the system database.
• Maximise opportunities to up‑sell or cross‑sell company products and services.
• Participate in outbound initiatives such as surveys or telesales organized by the Marketing department to increase product holding and enhance customer experience.

Job Requirements

• Willing to work in shift hours including weekends, with the latest shift finishing at 10 p.m.
• Experience in cross‑selling is an additional advantage.
• At least 1 to 2 years of experience in a customer service environment (fresh graduates are welcome).
• Minimum education: Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Postgraduate Diploma, Professional Degree, or any field.
• Good communication skills with fluency in English and Bahasa Malaysia.
• Computer literate and able to multitask.
• Work experience is not compulsory.
• Location: Seksyen 15, less than 1 KM from LRT Subang Jaya.