Executive, E-Services (Hong Leong Online)

Hong Leong Bank


Date: 4 weeks ago
City: Petaling Jaya
Contract type: Full time
If you are looking to excel and make a difference, take a closer look at us… Key Responsibilities
  • Attend to customer’s request/issues/complaints via Hong Leong Online Channels effectively and professionally within the stipulated turnaround time, and to effectively respond or resolve the issues accordingly.
  • Ensure tight follow up on customer’s emails and delivery of quality response at all times
  • Understand the key processes, identify the service gap to enhance customers’ experience and to recommend alternative solutions to enhance Hong Leong Bank’s digital initiatives.
  • Continuously self-learn on the latest information, identify and highlight on the service delivery gap for improvement; To analyze problem/issues, take initiatives and regularly contribute ideas for process improvement.
Education/Qualification
  • Malaysian Citizen
  • Degree or Diploma graduates in any field and/or with related working experience
Experience
  • Preferably with 1-2 years of Call Centre / Banking background.
  • Candidates who has no Call Centre/ Banking background, we would prefer you to have at least more than 2 years of working experience in Customer Service
  • Good banking product/process knowledge.
Special Skills
  • Display a sense of responsibility and urgency on work
  • Strong communication skills in both writing and speaking; Able to articulate ideas/suggestions for work improvement and is customer centric.
  • Able to work on shift (shift allowance provided)
  • Flexible, committed, ability to multi task and able to work under pressure to meet tight datelines.
  • Well rounded soft-skills in managing customer experience and strategizing resolutions that exhibit good customer journey.
  • Must possess the ability to master technical skills relevant to this role such as basic skills with producitivity softwares, using a basic CRM, typing skills, utilizing automations to speed up productivity, progressively increasing speed & efficiency at completing tasks.
  • Must possess an inate ability to take up new knowledge in areas that are relevant to the role such as banking, customer experience, AI-based service delivery, technological implementations into better task completion.
About Hong Leong Bank We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China. We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation. Realise your full potential at Hong Leong Bank by applying now.

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