Customer Service Executive

Job Description

Customer Service Executive – Contact Centre (Fresh Graduate) | OCBC Bank

The Tone:
This is a full-time role at OCBC Bank, located in Kuala Lumpur, Malaysia. OCBC Bank is a leading financial institution offering a comprehensive suite of consumer financial products and services. This position is vital for delivering exceptional frontline customer support, ensuring clients receive accurate and timely information, alongside effective solutions for their diverse financial inquiries. The Customer Service Executive plays a critical role in upholding the bank’s commitment to personalized service, contributing directly to customer satisfaction and the overall integrity of the banking experience.

The TL;DR
• Role: Full Time
• Type: Shift rotations (24/7)
• Location: In-person – Kuala Lumpur, Malaysia

• Mission: This role is responsible for expertly handling customer inquiries, resolving issues, ensuring compliance, and contributing to a positive customer experience across various banking services.

What You’ll Actually Do
• Customer Support: Attend to inbound calls to address enquiries covering a diverse range of consumer financial products and services.
• Problem Resolution: Handle calls professionally by providing accurate and timely information, offering effective solutions to customer queries, and aiming for first call resolution where possible.
• Service Quality: Deliver personalized customer service, maintain professional phone etiquette, and perform after-call duties and quality assurance in strict accordance with set procedures to achieve zero defects.
• Feedback & Improvement: Consolidate and provide insightful customer feedback to respective business partners to drive continuous improvements and enhancements across services.
• Product Awareness & Compliance: Introduce and create customer awareness on self-service/automated banking channels, cross-sell appropriate bank products and services, and ensure full adherence to Group Policy and Standards, local laws, regulations, and bank procedures.

The Must-Haves
• Background: This is an entry-level opportunity for Fresh Degree Holders looking to commence their career in customer service within the financial sector. Comprehensive training will be provided to equip successful candidates with the necessary knowledge and skills.
• Experience: No specific prior work experience is required, as this role is tailored for recent university graduates. The focus is on potential and a strong aptitude for customer interaction and problem-solving.
• Skills:
1. Possesses a strong customer-centric mindset and commitment to delivering excellent service.
2. Demonstrates meticulous organization, resourcefulness, and a proven ability to solve problems effectively, even under pressure.
3. Adept at multitasking, managing time efficiently, and performing after-call duties with precision.
4. Committed to teamwork, yet capable of independent work, with an eagerness to develop into a leadership capacity.