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The Customer Relationship Officer (CRO) is responsible for providing exceptional customer service and support to customers via phone, effectively managing customer expectations (including handling difficult customer interactions), and handling a wide range of inquiries related to banking products, promotions, sales, and services, including credit cards, deposits, and loans. This role requires in-depth product knowledge, strong communication and problem-solving skills, the ability to achieve sales targets, and proficiency in navigating multiple systems.

This role reports to the Team Manager, Customer Relationship.

Key responsibilities

• Manages the full customer interaction lifecycle, independently resolving complex issues with strong problem-solving skills.
• After a 6-month onboarding, personalized customer interactions by offering relevant credit card or other sales services to meet needs and achieve sales goals.
• Committed to continuous improvement, consistently aiming to exceed productivity and KRA targets, including sales and risk detection metrics.
• Proficiently uses up to 12 different contact center systems to accurately access and update customer information, process service requests, and maintain detailed records in line with SOPs.
• Responsible for professional customer call handling, including expectation management, resolving tough interactions, and ensuring all queries and requests receive accurate, complete, and timely responses.

Jobholder Requirements

• Fresh graduates across all disciplines, including Diploma and SPM holders.
• Candidates with experience in customer service (call centre).
• Good communication skills in English and Malay, being able to communicate in Mandarin is a plus.
• Possess excellent interpersonal and communication skills, including active listening, patience, confidence, and professionalism in resolving issues.
• Maintains composure and professionalism when managing multiple customer interactions and challenging situations.
• Basic computer literacy, with the capacity to quickly learn new software and navigate various computer systems.
• Willingness to work a rotating shift schedule, covering weekdays, weekends, and public holidays, between 7:00 am and 1:00 am (shift allowance provided).
• Must be willing to work at our PJ City, OUG, or Kelana Jaya locations.
• Competitive employer contribution on EPF and SOCSO
• Annual Leave, Sick leave, Birthday Leave entitlement
• Medical and Dental benefits
• Shift allowance, Good Attendance Allowance, Sales Incentives (if any); Mandarin Speaker Allowance (applicable for Mandarin speakers)
• Overtime and Public Holidays Allowance
• 2 weeks of classroom training is provided in PJ City

Company & Benefits

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.

HONG LEONG GROUP PERSONAL DATA POLICY

Hong Leong Group use personal data in accordance with the Hong Leong Group Privacy Notice (New Applicants) which can be found at http://www.hongleong.com/download/HLG_Privacy_Notice_New_Applicants.pdf

By providing to us your personal data, you hereby consent to the processing of your personal data with the said Privacy Notice.

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