Working Hour Regular Hours
Monday - Friday



Business Area Community Banking



Location Malaysia - Kuala Lumpur










Description

Primary Objective:

• To achieve personal inbound productivity target-number of calls answered, daily productivity and contribute to department collection and recovery numbers.
• To ensure all calls being attended properly using the customer service tools given by management.
• Reduce team abandon rates and achieved service level.
• To ensure monthly individual KPI?s are met and contribute to section and department.

Operating Expense
RM
[Remark If Any]
Revenue
RM
[Remark If Any]
Eg. Sales Volume, Transaction Volume
LEVEL OF SUPERVISION RECEIVED (Tick ONLY ONE level of supervision for the position)
Key Responsibilities:

Answering phones from customers regarding collections and recovery matters professionally and responding to customer inquiries and complaints
Routing inbound calls to the appropriate resources. Following up complicated customer calls where required. Keeping records of information received in conversations ie, comments, inquiries, complaints and action taken and log it into DCRMS?s notes, action and reaction.
Work together as team towards meeting the team?s service level and call abandon target.
Handle customer calls in line with call handling process to maintain standard call quality is met.
Recommend extra mile to maintain and increase customer satisfaction level.
Managing administration, communicating and coordinating with internal departments



Requirements
Requirements:
Bachelor Degree - .

• Computer literate ? Ms Windows, MS Word, MS

Excel, MS Power point

• Good written and verbal skills
• Good interpersonal skills
• Team players
• Basic knowledge in customer service skills.

Benefits
Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards