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

Alliance Bank Malaysia Berhad; Subang Jaya; Vor Ort; MYR 48.000 - 72.000; Vollzeit

Zusammenfassung

Alliance Bank Malaysia Berhad is seeking a Senior Executive, Customer Service (Call Centre & Cross-selling) to handle inbound customer calls and promote relevant products. The role requires effective communication in English and Bahasa Malaysia and the ability to work on a rotating shift, including weekends.

You will resolve inquiries, address complaints, and collaborate with departments to ensure service recovery while maximising cross-sell opportunities and delivering a positive customer

Qualifikationen

• Diploma or higher degree required; more advanced degrees preferred.
• Bachelor's degree or higher considered.
• Fluent English and Bahasa Malaysia with strong communication skills.

Aufgaben

• Handle customer enquiries and resolve issues across banking products.
• Address customer complaints ensuring timely and satisfactory resolution.
• Meet service turnaround targets while handling inbound calls.
• Identify opportunities to upsell or cross-sell products and services.
• Collaborate with other departments to resolve issues and ensure service recovery.
• Support outbound initiatives such as surveys or telesales organized by Marketing.

Kenntnisse

Cross-selling

Communication

Multitasking

English proficiency

Bahasa Malaysia

Ausbildung

Diploma or higher education

Jobbeschreibung

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.

This is a Customer Service Support role that requires employees to work on a rotating shift schedule. The primary responsibility is handling inbound customer calls, while also supporting cross-selling activities to promote relevant products and services.

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 call efficiently in meeting 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 in ensuring service recovery is effective

Escalates 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’s data and other relevant information into the system database as required

Participate in outbound initiatives ie survey or telesales organized 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 additional advantage

At least 1 to 2 years working experience in handling 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)

About Alliance Bank Malaysia Berhad

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.

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.