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Senior Executive, Alternate Channel Engagement

Senior Executive, Alternate Channel Engagement

Alliance BankSubang Jaya, Selangor, Malaysia
14 hours ago
Job description

Overview

To deliver exceptional customer service received through non-voice channel such as email, live chat, social media and secure messaging platforms.

Responsible for ensuring timely, accurate and professional responses in compliance with bank policies and standard operating procedures, service standards and regulatory requirements. To identify service gaps and gather customers’ feedback and escalating to the Team Manager to improve customer experience. To contribute to the department’s target on cross selling initiatives.

Job Responsibilities

Operational Excellence

  • Deliver accurate and timely responses – Respond to customer inquiries through email, live chat, social media and secure platforms within the Service Level Agreement. Provide accurate and complete responses in compliance with banking policies and regulatory requirements.
  • Adhere to Consume Contact Centre’s Standard Operating Procedures (SOPs) – Follow established process and procedures to ensure consistency and quality in customer interactions.
  • Efficient case handling and resolution – Manage multiple customer conversations simultaneously and resolve cases effectively. Escalate unresolved or complex issues to appropriate stakeholders while ensuring timely follow-up.

Service Quality

  • Consistently adhere to the email / chat processes as per SOP to meet internal Quality Assurance benchmarks, including grammar, tone, professionalism and regulatory compliance.
  • Avoid errors that could lead to customer complaints or financial / reputational risk.
  • Actively identify and communicate customers’ feedback and operational gaps for improvements to improve customer experience.
  • To keep abreast with the latest promotions, new product and processes through Knowledge Base Portal and attending briefings or training.
  • Act as role model to other CSO as a customer advocate.
  • Champion the Service Promise that delivers on the department Vision.
  • Play the role as coach / mentor for new hires.
  • Participate in job rotation within social network for self-development.
  • Work with Unit Head, Alternate Channel Engagement team to identify training needs to improve competency.
  • Work as a team and build rapport with team members in building a positive working environment.

    • Compliance & Risk Management

  • Maintain confidentiality of the bank’s customers and data in compliance with PDPA, PCIDSS and internal policies.
  • Ensure that all contact centre SOPs, policies and guidelines set by compliance are adhered to and practice prudent risk taking.
  • Ensure compliance to regulatory requirements.
  • Escalate any compliance gaps to Unit Head that impact the operations at the Contact Centre.
  • Participate in the Business Continuity Plan where applicable.

    • Job Requirements

    Skills

  • Able to make sound decisions and escalate as and when required in problem solving.
  • Good and excellent in time management.
  • Accepts coaching and direction.
  • Ability to communicate solutions to customer in a clear manner that is easily understood.
  • Good interpersonal skills in working with internal and external customers.
  • Positive, professional and customer oriented attitude.
  • Able to work in a team.

    • Knowledge

  • Strong business writing skills and communication skills.
  • Proficiency in spoken and written Mandarin is an added advantage.
  • Adequate computer skills including accurate keyboarding.
  • Intermediate social media contact management (webchat / FB).

    • Experience

  • Fresh graduate from any discipline or diploma holders with related experience.
  • At least 2 years working experience in a Contact Centre or related field.

    • Additional Information

    Unlock job insights

    Salary match Number of applicants Skills match

    Your application will include the following questions :

  • What\'s your expected monthly basic salary?
  • Which of the following types of qualifications do you have?
  • How many years\' experience do you have as a Customer Service Executive?
  • How many years\' experience do you have as a Digital Support Officer?
  • Which of the following languages are you fluent in?
  • Do you have customer service experience?
  • How much notice are you required to give your current employer?

    • About Alliance Bank Malaysia Berhad

    Alliance Bank Malaysia Berhad and its subsidiary, Alliance Islamic Bank Berhad, offers banking and financial solutions through its consumer, SME, corporate, commercial and Islamic banking. The Bank provides easy access to its broad base of customers throughout the country via multi-pronged delivery channels that include retail branches, Privilege Banking Centres, Business Centres, Investment Bank branches, and mobile and Internet banking.

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    Senior Executive • Subang Jaya, Selangor, Malaysia