Job Purpose Summary:

The incumbent will be primarily responsible for managing and responding to customer support issues and concerns and provide efficient, effective and well-controlled service.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

-          Achieve Key Performance Indicators (KPIs) like average time taken to resolve queries/ process, number of incidents requests attended to in a day, number of incidents requests closed/ actioned during the day and etc. for the entire Customer Care Center.

-          Implements KPI’s and best practices for Associate, Customer Support Call Center

-          Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

-          Act within the limits of the powers delegated to the incumbent

B. Customer (Internal & External):

-          Ensure that customer queries/ requests are attended to immediately without any loss of time and opportunity.

-          To assist customers in all their queries on Bank’s product and seek solution to their requests.

-          Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

-          Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

-          Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

-          Responsible for responding to incoming client incidents and prepare quick book solutions finder for every technical queries and concerns.

-          Clarify client requirements; probe for and confirm understanding of requirements or problems.

-          Troubleshoot, research, and analyze customer problems with the Group’s customer support call center services.

-          Build and maintain long-term business to business relationship by providing personal service for customer support call center concerns.

D. Learning & Knowledge:

-          Possess good knowledge of a Customer Care Center in a banking industry/ business.

-          Possess excellent knowledge of the Group’s Customer Support Call Center services and ability to elaborate it clearly for an effective client service strategy.

-          Team player exercising good communications and professional customer service skills.

-          Proactively identify areas for professional development of self and undertake development activities.

-          Seek out opportunities to remain current with all developments in professional field.

Education/Experience Requirements:

-          Diploma or Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),  

-          No years of experience required