Customer Service (Call Centre & Cross-selling)

Customer Service (Call Centre & Cross-selling)

Join to apply for the Customer Service (Call Centre & Cross-selling) role at Alliance Bank Malaysia Berhad

It's a Customer Service Support where the job is required to work in shift based on rotation basis . The job is mainly required to servicing for incoming call aside need to support cross selling activities .

Job Description

• Handle customers’ enquiries related to all Banking products ensuring all are resolved timely and accurately
• Resolve customer complaints and problems to the satisfaction of the customer
• Handle customers’ inbound call efficiently in meeting the Service Turnaround target
• Use customer service and sales skills to optimize the opportunity of each customer contact
• Go the extra mile in resolving customers’ issues to differentiate the service experience from other Banks
• Liaise with other departments to resolve customers’ complaints and issues in ensuring service recovery is effective
• Escalates complaints and unresolved issues to the Investigation team for further action and follow up
• Alert management of issues or concerns that require escalation to resolve which may indicate a larger underlying problem
• Complete necessary documentation to manage the customer’s enquiries and complaints accurately and timely
• Capture each customer’s interaction and enter the relevant customer’s data and other relevant information into the system database as required
• Maximise opportunities to up sell or cross sell company products and services
• 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

Job Requirements

We are an equal opportunities employer and welcome applications from all qualified candidates.

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