Digital Banking Customer Service

Extra Incentives:-

• Shift Allowance : Capped at RM300.00 (applicable for evening and night shift only)
• Quarterly KPI Allowance : RM400.00 - RM1,800.00
• Overtime : Eligible, based on business needs and requirements

Job Requirement:-

• Able to work at Plaza 33, Petaling Jaya
• Able to work 24/7 rotational shift/Monday-Sunday (5 days a week)
• Preferably Diploma and above
• Minimum 6 months of experience in Inbound CS Banking / Financial Institution / e-Wallet / Payment Gateway Solution (GrabPay, ShopeePay, iPay88, Boost etc)
• May consider hiring candidates with 3 to 4 years’ experience in Customer Service Inbound Call Centre (experienced in dealing with inbound calls, chat, and email handling).
• Fresh Graduates may apply, provided they have good communication skills in English.

Job Description:-

• Respond to customer inquiries via phone, email, and live chat with a professional, friendly, and courteous attitude.
• Resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, and selecting the best solution to solve the issue.
• Provide accurate information regarding products, services, and policies, ensuring the customer's needs are fully addressed.
• Educate customers on processes, product features, and services, creating awareness and fostering satisfaction.
• Actively listen to customer concerns, provide appropriate solutions, and follow up to ensure resolution.
• Work closely with cross-functional teams to address complex issues, escalate matters when necessary, and collaborate to ensure the highest level of customer satisfaction.
• Handle multiple tasks efficiently in a fast-paced environment, including managing time effectively and prioritizing tasks as necessary.
• Document and maintain customer records by updating account information and call details after each interaction in the system.
• Utilize Microsoft Office programs, particularly Excel and Word, to track and report customer data, performance metrics, and other relevant information.
• Maintain technical proficiency with customer support software and tools.
• Maintain the company's reputation for high-quality service by adhering to policies and procedures, ensuring compliance with company standards.
• Provide feedback and recommendations to improve customer service processes, contributing to continuous improvement efforts