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Executive, Virtual Banking (Inbound)

Affin Bank Kuala Lumpur, Malaysia
Posted 27 days ago Permanent Competitive
Executive, Virtual Banking (Inbound)
Create your future with Affin! You too can make a difference.

Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don't just stay at the forefront of the industry - you can make a difference too.

JOB PURPOSE

To handle customer interaction from various channels pertaining to product and services, resolving them within the standards set.

Location: Menara Glomac, Kelana Jaya.

Rotational shifts/days: 8:00 AM - 12:00AM

Duration: 1-year Fixed Term Contract

KEY RESPONSIBILITIES
  • Handle inbound telephone interaction for Conventional and Islamic Bank customers.
  • Handle inquiries or requests that are received via other electronic channels (emails or internet banking)
  • Provide correct information and resolve problem efficiently within time frame.
  • To avoid repeated mistake and to ensure that the Customer Experience delivered at the highest quality.
  • Inquiry and request must be raise using case management with minimum error, within required timeline and customer information are protected.
  • Handling Customer Complaints
  • Complete daily logs/reports for reporting
  • Undertake and administrative task delegated by Team Leader/Supervisor.
  • Apply tact, patience (listening and empathy skills and practice professionalism when handling customer enquiries, problem or complaints).
  • Exercise sound credit, customer service in accordance with the Bank objective, policies and guidelines.

SKILLS/KNOWLEDGE
  • Bachelor's Degree in any field (fresh) or SPM/Diploma holder with experience.
  • Possess working experience in Financial Services Industry or Contact Centre is an added advantage.
  • Excellent command in English and Bahasa Malaysia (Spoken & Written).
  • Ability to converse in Mandarin or Cantonese is an added advantage.
  • Interpersonal skills in handling / attending to customer's complaint at point of contact.
  • General knowledge in complaint management, banking policies and regulations.
  • Customer centric and a strong team player.
  • Must be able to work on shifts, weekends & Public Holidays.
  • Fresh Graduate are welcome to Apply!
Job ID  JR101309
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