Senior Executive, Customer Service
Alliance Bank Malaysia Berhad
Date: 1 week ago
City: Subang Jaya
Contract type: Full time
- To handle customers’ enquiries and complaints received through the telephone related to all Bank’s product
- To provide personalized service and go the extra mile where necessary to resolve customers’ issues with the objective of adding the ‘WOW’ factor in customers’ experience
- To liaise with other departments or branches in resolving customers’ issues
- To participate in outbound initiatives ie survey or telesales organized by the Marketing department in support of the effort in increasing customers; product holding or enhancing customers’ experience
- To identify service gaps and gather customers’ feedback and escalating to the Team Manager to improve customer experience and reduce cost
- To achieve Key Performance Indicator agreed in the Individual Performance Plan (IPP)
- To keep abreast with the latest product launch or promotions and new processes to achieve zero defects
- To adhere to procedures and policies in the Contact Centre Standard Operating Procedure (SOP) and Banking Policies
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