Senior Executive, Customer Service

To handle customers’ enquiries and complaints received through the telephone related to all Bank’s productTo provide personalized service and go the extra mile where necessary to resolve customers’ issues with the objective of adding the ‘WOW’ factor in customers’ experienceTo liaise with other departments or branches in resolving customers’ issuesTo participate in outbound initiatives ie survey or telesales organized by the Marketing department in support of the effort in increasing customers; product holding or enhancing customers’ experienceTo identify service gaps and gather customers’ feedback and escalating to the Team Manager to improve customer experience and reduce costTo achieve Key Performance Indicator agreed in the Individual Performance Plan (IPP)To keep abreast with the latest product launch or promotions and new processes to achieve zero defectsTo adhere to procedures and policies in the Contact Centre Standard Operating Procedure (SOP) and Banking Policies