Service Spclst
Working Hour
Regular Hours
Monday - Friday
Business Area
Operations
Location
Malaysia - Kuala Lumpur
Working Hour
Regular Hours
Monday - Friday
Location
Malaysia - Kuala Lumpur
Business Area
Operations
Description

Primary Objective:
  • Handle Complaints Resolution end to end from contacting customers to closure of complaints/win back.
  • Handle escalated complaints to Management and Regulators
  • Understands business and customer personas and behavior
  • Identify root cause for all complaints types and escalate for action plans

Primary Objective:
  • Handle Complaints Resolution end to end from contacting customers to closure of complaints/win back.
  • Handle escalated complaints to Management and Regulators
  • Understands business and customer personas and behavior
  • Identify root cause for all complaints types and escalate for action plans

Key Responsibilities:
    • Handle Complaints end to end from all touch points.
    • Call customer upon receiving the complaint, assign to Service Providers to investigate the issues raised and offer closure outcome to customer by giving closure letter and win back if necessary.
    • To ensure that SLA is adhered to and the quality of resolution is fair guided by the principles of FTFC.
    • Update outcome in KIJANGNET for Bank Negara Malaysia complaint cases
    • Complete fulfillment and ONYX is updated accordingly.
    • Perform root cause on all complaints to improve complaints-handling approach, identify hygiene factors for action to be taken.
    • Possess significant understanding of end-to-end customer journeys
    • Maintain and foster good relationship with Service providers, Regulators and touch points across the Banking Group.

Key Responsibilities:
    • Handle Complaints end to end from all touch points.
    • Call customer upon receiving the complaint, assign to Service Providers to investigate the issues raised and offer closure outcome to customer by giving closure letter and win back if necessary.
    • To ensure that SLA is adhered to and the quality of resolution is fair guided by the principles of FTFC.
    • Update outcome in KIJANGNET for Bank Negara Malaysia complaint cases
    • Complete fulfillment and ONYX is updated accordingly.
    • Perform root cause on all complaints to improve complaints-handling approach, identify hygiene factors for action to be taken.
    • Possess significant understanding of end-to-end customer journeys
    • Maintain and foster good relationship with Service providers, Regulators and touch points across the Banking Group.

To attend to complaints end to end

Requirements
Requirements:
Bachelor Degree - Degree in any discipline or equivalent professional qualifications.

- • Professional Certification of Trainers• Certified CX Professional (CCXP)• Certified Change Management Professional (CCMP)• Member of any Certified Customer Experience (CX) Professional Body/ Association


Preferred level of Experience (by years/function/industry):

Minimum 5 years in a Service or Operations role in a Bank or Service Industry

  • Strong interpersonal skills and language proficiency
  • Good problem solving skills
  • Highly customer centric
  • Resourceful
  • Good writing skills
  • Situational leader
  • Able to handle crisis with care.
  • Highly emphathetic
Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

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