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Channel HelpDesk Specialist

Channel HelpDesk Specialist

Standard CharteredKuala Lumpur, Kuala Lumpur, Malaysia
11 hari lalu
Penerangan pekerjaan

Overview

Channel HelpDesk Specialist at Standard Chartered. Join to apply for the Channel HelpDesk Specialist role.

Responsibilities

  • Respond promptly to All S2B Technical (Channel) Enquiries, Requests and Complaints via inbound calls, email or live chat and ensure the turnaround time (TAT) is met, addressing queries the same day.
  • Assist customers with product setup by providing step-by-step guidance and resolving technical issues.
  • Follow up with customers to ensure reported technical difficulties are resolved.
  • Troubleshoot, analyse, and report channel (S2B) errors or malfunctions to Technology and coordinate fixes.
  • Analyse client feedback and data, advising management on areas of improvement.
  • Collaborate with Technology and other teams to resolve more complex issues and ensure client issues are fixed.
  • Provide detailed information about products and services to customers.
  • Conduct training for clients on Online channel features from time to time.
  • Prepare performance-related reports (daily, weekly, monthly) as required by the Bank.
  • Project transaction volumes to ensure capacity meets service requirements efficiently.
  • Upskill junior staff to manage enquiries, requests, and complaints independently.
  • Adhere to Service Level & Metrics as detailed in the CSG Metrics Guide.
  • Assist in implementing service improvement initiatives and transfer of best practices.
  • Manage day-to-day delivery of Client Services to provide first-class service while minimizing risk.
  • Work with the team to meet and exceed service standards and minimize contact rate, repeat calls, and complaints.
  • Ensure internal controls and procedures are in place, documented, and reviewed regularly to reflect changes in processes, products, policies, and regulations.
  • Adhere to policies including escalation and compliance requirements.
  • Log all enquiries in the Global Enquiry Management System and track until closure, adhering to the SLA.

Qualifications & Skills

  • Customer Service Management
  • Knowledge of Customers
  • Service Excellence
  • Channel Knowledge

    • Competencies

  • Action Oriented
  • Collaborates
  • Customer Focus
  • Gives Clarity & Guidance
  • Manages Ambiguity
  • Develops Talent
  • Drives Vision & Purpose
  • Nimble Learning
  • Decision Quality
  • Courage
  • Instills Trust
  • Strategic Mindset

    • What We Offer

  • Competitive salary and benefits to support wellbeing.
  • Retirement savings, medical and life insurance with flexible benefits where available.
  • Paid time off including annual leave, parental / maternity leave, sabbatical, volunteering leave; global minimum 30 days.
  • Flexible working options around home and office locations.
  • Wellbeing resources and development courses; Employee Assistance Programme.
  • Opportunities to reskill and upskill through continuous learning.
  • Inclusive, values-driven culture that celebrates diversity.

    • Job Details

  • Seniority level : Entry level
  • Employment type : Full-time
  • Job function : Information Technology
  • Industries : Banking

    • Location & Dates

    Petaling Jaya, Selangor, Malaysia; Kuala Lumpur, Malaysia

    Note : Referrals may increase interview chances.

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    Buat amaran kerja untuk carian ini

    Channel Helpdesk Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia