Customer Contact Center

Key Responsibilities:

1. Understand the different types of services and products offered to customers.
2. Provide and communicate information on new products and services for affluent customers.
3. Facilitate customer calls and resolve customer issues.
4. Manage disgruntled customers, handle customer complaints, and escalate to relevant parties.
5. Process customer requests and ensure communication to relevant parties.
6. As CCC team members, be involved in special tasks assigned by Heads or relevant committees, as long as within the Bank’s policy and guidelines.

Requirements:

1. Preferably with working experience in customer service, telemarketing, call center, or any other related roles that require frequent interaction with customers.
2. Excellent leadership, interpersonal, communication, and motivational skills.
3. Good knowledge of retail products and services.
4. Customer service and leads management skills.
5. Good knowledge of Customer Care/Call Center systems, e.g., CRM, CC Pulse, NICE, and WFM.
6. General computer skills.
7. Proficient in either Mandarin or Cantonese and English is a must.
8. Malaysian native speaker with the above or more required languages is an added advantage.
9. Willing to work on a 24/7 shift cycle.