Job Description

We have a role of Customer Service Specialist in Kelana Jaya, Selangor. Shift: Rotational Language: English Key Responsibilities: CSS's General Role: CSS represents the brand, the culture, and values of our clients How you convey will be how our client is perceived by the customers Maintaining a positive, empathetic, and professional attitude toward customers at all times Handle customer's concerns positively and professionally Interact, support, receive feedback/issue report with or for customers CSS's Specific Responsibilities and Accountabilities: Provide timely support to customers through available communication channels (inbound, outbound calls and email) To ensure professional, efficient, and quality service to Clients. To accept and execute client instructions. To ensure efficient problem and complaint resolution. To cross-sell additional Bank products and services. To capture client feedback for future improvement To capture the nature of Client contacts. To meet productivity standard. To acquire product knowledge and service skill through staff briefing and coaching from Team Manager Probe & identify financial needs on service calls and pitch relevant solutions in line with client charter. Processing payment and client information in a manner that is precise and safeguards the customers personal and payment information's Pro-active support to customers to prevent damage to brand loyalty Identify and escalate priority issues through proper channels when necessary Works with other team members in identifying better ways in providing better customer support Maintains and improves quality of service by giving recommendations Keeps job knowledge up to date by attending upskill training to improve skill Meet all key performance indicators set by the company and client Adhere to the policies set by the company.