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

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

Job summary

A leading banking institution in Subang Jaya is seeking a Senior Executive for Customer Service, responsible for handling incoming calls, resolving customer inquiries, and supporting cross-selling activities. Candidates should be willing to work in shifts and possess good communication skills in English and Bahasa Malaysia. Experience is preferred but fresh graduates are welcome to apply. This role offers opportunities to upsell products and improve customer satisfaction while working within a dynamic team environment.

Qualifications

• 1-2 years of experience in customer service is preferred, but fresh graduates are welcome.
• Willing to work in shifts including weekends.
• Experience in cross-selling will be an advantage.

Responsibilities

• Service incoming calls and support cross-selling activities.
• Resolve customer complaints and inquiries timely and accurately.
• Maximize opportunities to upsell or cross-sell bank products.
• Complete necessary documentation for customer inquiries and complaints.

Skills

Good communication skills

Ability to converse fluent English

Ability to converse fluent Bahasa Malaysia

Computer literate

Multi-tasking

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 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 is a Customer Service Support role where the job is required to work in shift based on rotation basis.

The job is mainly required to service incoming calls and support cross‑selling activities.

Handle customers’ enquiries related to all banking products ensuring all are resolved timely and accurately.

Resolve customer complaints and problems to the satisfaction of the customer.

Handle customers’ inbound calls efficiently meeting the Service Turnaround target.

Maximise opportunities to upsell or cross‑sell company products and services.

Use customer service and sales skills to optimise 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 service recovery is effective.

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 the relevant customer data and other information into the system database as required.

Participate in outbound initiatives (survey or telesales) organised by the Marketing department in support of the effort in increasing customers; product holding or enhancing customers’ experience.

Job Requirements

Willing to work in shift working hour 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 working experience in a customer service environment (Fresh Graduate are welcome to apply).

Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.

Good communication skills with the ability to converse 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).

Direct under Alliance Bank Malaysia Bhd (inhouse).