Customer Service Executive

Business Lead at PERSOL Malaysia | Recruitment Sales a.k.a. Headhunter | Connecting People | CMBA Graduate

Job Responsibilities :

• Handle customers enquiries and request via phone calls / live chat and email regarding policy matters in a professional, clear, accurate and timely manner.
• Assess and manage appeals, feedbacks and minor complaints from customer.
• Update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system.
• Ensure effective and timely follow-up as promised to customers.
• Deliver quality service to customers and meet the minimum rating of the soft skill evaluation.
• Meet the individual targets for Contact Centre and ensure that the service level is met.
• Liaise effectively with other members of the Contact Centre and other departments to resolve enquiries / requests, where applicable.
• Equipped and knowledgeable in all areas such as Product Knowledge, Procedures, Guidelines, Services and customer handling skills.
• Adherence to schedule on and occupancy in the Contact Centre.
• Competent and able to provide reference to new Contact Centre Officer through call buddying.
• Participate in training to ensure continuous enhancement of skills and knowledge to deliver quality service.
• Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlight any potential concerns / risks and proactively shares best risk management practices.

Requirements :

Seniority Level

Associate

Employment Type

Full-time

Job Function

Customer Service

Industries

Financial Services, Insurance, and Banking

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