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 leading banking institution in Malaysia is seeking a Customer Service Support representative to handle inquiries and complaints regarding banking products. The role requires working in shifts, including weekends, and involves cross-selling bank services. Ideal candidates will have strong communication skills and a Diploma or equivalent. Fresh graduates are welcome to apply. This is an excellent opportunity to join a dynamic customer service team in Subang Jaya.

Qualifications

• Willing to work in shifts including weekends.
• Experience in cross-selling is an advantage.
• At least 1-2 years in customer service or fresh graduates welcome.
• Fluent in English and Bahasa Malaysia.

Responsibilities

• Handle customers’ enquiries related to banking products.
• Resolve complaints and ensure customer satisfaction.
• Maximize opportunities to up-sell or cross-sell products.
• Document customer interactions accurately.

Skills

Customer service skills

Cross-selling

Communication skills

Computer literate

Education

Diploma or equivalent

Job description

Overview

Alliance Bank Malaysia Berhad and its subsidiary, Alliance Islamic Bank Berhad, offers banking and financial solutions through its consumer, SME, corporate, commercial and Islamic banking. The Bank provides easy access to its broad base of customers throughout the country via multi-pronged delivery channels that include retail branches, Privilege Banking Centres, Business Centres, Investment Bank branches, and mobile and Internet banking.

It's a Customer Service Support role where the job is required to work on a shift basis based on rotation. The job primarily involves servicing incoming calls and supporting cross selling activities.

Responsibilities

• Handle customers’ enquiries related to all banking products, ensuring issues are resolved timely and accurately.
• Resolve customer complaints and problems to the satisfaction of the customer.
• Handle customers’ inbound calls efficiently to meet the Service Turnaround target.
• Maximise opportunities to up sell or cross sell company products and services.
• Use customer service and sales skills to optimize the opportunity of each customer contact.
• Go the extra mile in resolving customers’ issues to differentiate the service experience from other banks.
• Liaise with other departments to resolve customers’ complaints and issues ensuring effective service recovery.
• Escalate complaints and unresolved issues to the Investigation team for further action and follow up.
• Alert management of issues or concerns that require escalation to resolve which may indicate a larger underlying problem.
• Complete necessary documentation to manage the customer’s enquiries and complaints accurately and timely.
• Capture each customer’s interaction and enter relevant data into the system database as required.
• Participate in outbound initiatives (e.g., surveys or telesales) organized by the Marketing department to support efforts in increasing customer engagement and product holding.

Job Requirements

• Willing to work in shift working hours including weekend (based on rotation) with the latest shift finishes at 10 p.m.
• Experience in cross-selling will be an additional advantage.
• At least 1 to 2 years of experience in a customer service environment (Fresh Graduates are welcome to apply).
• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, or equivalent.
• Good communication skills with the ability to converse in fluent English and Bahasa Malaysia.
• Computer literate and able to multi-task.
• Work experience is not compulsory.
• Our location is in Seksyen 15 (less than 1 KM from LRT Subang Jaya).
• Directly under Alliance Bank Malaysia Bhd (inhouse).

Additional information

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