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 .

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.