Senior Executive, Alternate Channel Engagement

Senior Executive, Customer Service (Alternate Channel Engagement)

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

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.

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