RESPONSIBILITIES:
Impact on the Business:
- Proficiently handle a variety of banking inquiries to effectively support customers with their banking needs.
- Manage both inbound and outbound (as needed) customer interactions.
- Provide an exceptional customer experience by taking ownership of each interaction, striving for first-call resolution.
Customers / Stakeholders:
- Uphold and promote the company’s values and behaviors in every customer interaction, ensuring open and honest communication.
- Focus on meeting our customers' current needs while anticipating their evolving future priorities.
Leadership & Teamwork:
- Embrace innovation and technological advancements to enhance service and connect with customers more effectively and sustainably.
- Exhibit resilience under pressure, adapting flexibly to critical work demands.
- Demonstrate an understanding of the risks associated with your role and responsibilities and their potential impact.
REQUIREMENT:
- Proficient in English.
- Proficiency in Mandarin and/or Cantonese is an added advantage.
- Minimum 2 years of relevant experience; fresh graduates with a Diploma/Degree are encouraged to apply.
- Must be adaptable, customer-centric, and thrive in a team environment, open to feedback and personal development.
- Committed to delivering on promises, aligning with customer and service expectations.
- Take ownership and actively contribute to driving first-contact resolution.
- Ability to excel in a high-volume, fast-paced, and constantly changing environment.
- Proficient in using personal computers, basic software packages, and specialized applications.
- Possess excellent communication skills, with a polite and friendly demeanor at all times.
- Capable of handling customer conversations with patience and empathy.
- Adhere to processes and procedures to mitigate risks and prevent errors.
- Must be able to work on a rotational shift, including weekends and public holidays if scheduled. Shifts will be fixed every 3 months, following a 24-hour rotation with 11 gazetted public holidays.
- Work schedule consists of 5 days per week, with 2 consecutive rest days, which may fall on weekends or weekdays.
- Comfortable in communicating with and assisting both local and international customers from Singapore, Australia, and Bermuda (North America).
ALLOWANCES:
- Fix contact centre allowance: RM200/month (after completed a Contact Centre training)
- Language allowance for Mandarin speaker: RM300/month (use the language while speaking with the customers)
- Language allowance for Mandarin & Cantonese: RM500/month (use the language while speaking with the customers)
- Late night shift allowance: RM300 to RM450/month
Night shift criterion & Payment amount:
Start time between: 3:00 PM to 6:00 PM RM 300/month
Start time between: 6:00 PM to 5:00 AM RM 450/month
Employer questions
Your application will include the following questions:
- Which statements best describes your right to work in Malaysia?
- What's your expected monthly basic salary?
- How many years' experience do you have as a Customer Service Executive?
- Have you worked in a call centre before?
- Which languages are you fluent in?
- Are you available for shift work?
Perks & Benefits
- Employee equity
- Allowance (travel stipends, transportation, etc.)
- Nearby public transport
- Central location
- Personal development opportunities
Job Location
Persiaran TRX, Tun Razak Exchange, 55188 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur
Click to view the location on Google maps
