Senior Executive – Customer Service

Alliance Bank Malaysia Berhad
Full Time

Job Description

Job Responsibilities

  • 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
  • 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
  • Maximise opportunities to up sell or cross sell company products and services
  • 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

  • At least 1 to 2 years working experience in handling customer service environment
  • Candidate must possess at least a SPM/&#; Level, 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
  • Can start work immediately
  • Sales will be added advantage

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