Team Member, Fulfilment

PRIMARY OBJECTIVE

• To deliver excellent customer service by efficiently managing customer inquiries and ensuring a high standard of service quality. This role involves identifying customer needs through inbound interactions, while actively promoting the Bank’s products and services through effective cross-selling and up-selling initiatives to enhance overall customer satisfaction

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KEY RESPONSIBILITIES

• Develop and maintain a strong understanding of the Bank’s products and services.
• Provide accurate, timely information and updates on products and services to customers.
• Handle inbound customer calls professionally, ensuring prompt and effective resolution of inquiries and issues.
• Manage and resolve complaints from difficult or dissatisfied customers with professionalism, including escalation to relevant departments when necessary.
• Process customer requests accurately and ensure proper coordination, communication, and follow-up with internal stakeholders.
• Maintain service quality standards and ensure a positive customer experience in all interactions.

REQUIREMENTS

• Minimum Diploma or Degree holder with a CGPA of 2.8 and above.
• Preferably with prior experience in customer service, telemarketing, call centres, or roles involving frequent customer interaction.
• Willing to work on rotational shifts.
• Work locations: Menara AA, Jalan Tun Razak, Kuala Lumpur or Crystal Plaza, Petaling Jaya.
• Pleasant personality with strong verbal and written communication skills.
• Excellent telephone etiquette and customer handling skills.
• Ability to work independently with minimal supervision.
• Strong problem-solving and interpersonal communication skills.
• High level of customer service orientation and professionalism.
• Computer literate with the ability to navigate multiple systems efficiently.
• Ability to perform effectively in a fast-paced and high-pressure environment.
• A strong team player with good interpersonal skills.