Service Excellence & Digital Champion

uobgroup; Kuala Lumpur; On-site; MYR 45,000 - 67,000; Full time

Job summary

United Overseas Bank Limited (UOB) in Kuala Lumpur invites applications for a Service Excellence & Customer Experience role. You will attend to customers, manage queries, and guide them to the right channels to ensure smooth service delivery.

The role emphasizes promoting digital and self-service adoption, acting as Service and Digital Champion, and leading branch service initiatives to raise customer satisfaction.

Responsibilities

• Attend to customers professionally, manage their queries, and direct them to the appropriate channels.
• Handle customer requests promptly and accurately to meet their needs.
• Respond to and fulfil customer inquiries with first contact resolution or follow-through where required.
• Build rapport with customers through positive interactions and delivering excellent service.
• Advise, promote, and educate customers on adopting digital and self-service platforms.
• Act as Service and Digital Champion to support branch service delivery.
• Lead communication on service-related matters, including briefings, updates, and service quality standards.
• Build and develop staff competencies in Service & Digital through coaching and experience sharing.
• Spearhead branch service initiatives and campaigns to drive service excellence culture.
• Project a professional image at all times through high standards of personal grooming.
• Participation in projects and attachments to Learning Journeys - when required.

Job description

United Overseas Bank Limited (UOB) in Kuala Lumpur invites applications for a Service Excellence & Customer Experience role. You will attend to customers, manage queries, and guide them to the right channels to ensure smooth service delivery.

The role emphasizes promoting digital and self-service adoption, acting as Service and Digital Champion, and leading branch service initiatives to raise customer satisfaction.