CSS's Specific Responsibilities and Accountabilities

• Provide timely support to customers through available communication channels (inbound, outbound calls and email)
  • To ensure professional, efficient, and quality service to Clients.
  • To accept and execute client instructions.
  • To ensure efficient problem and complaint resolution.
  • To cross-sell additional Bank products and services.
  • To capture client feedback for future improvement
  • To capture the nature of Client contacts.
  • To meet productivity standard.
  • To acquire product knowledge and service skill through staff briefing and coaching from Team Manager
  • Probe & identify financial needs on service calls and pitch relevant solutions in line with client charter.
  • Processing payment and client information in a manner that is precise and safeguards the customers personal and payment information's
  • Pro-active support to customers to prevent damage to brand loyalty
  • Identify and escalate priority issues through proper channels when necessary
  • Works with other team members in identifying better ways in providing better customer support
  • Maintains and improves quality of service by giving recommendations
  • Keeps job knowledge up to date by attending upskill training to improve skill
  • Meet all key performance indicators set by the company and client
  • Adhere to the policies set by the company.

[Apply now at https://my.hiredly.com/jobs/jobs-malaysia-teleperformance-malaysia-job-customer-success-specialist-banking]