Customer Experience

Job Description

• Provide real-time human-assisted customer support via various channels including but not limited to voice, live chat, email, social media, L1 and L2 support, handle enquiries and resolve any issues while building and maintaining good relationship with the Bank customers in Malaysia.
• Guide customers in using the Bank application and resolve issues according to Standard Operation Procedures (SOP), resolution solutioning and on-going process improvements.
• Follow through and escalate to internal and/or external parties as necessary to resolve any issues from our customers.
• Meet individual and team qualitative and quantitative operations performance metrics.
• Collaborate closely with the CS operations team and SMEs in the delivery of relevant customer support initiatives.
• Be vigilant to spot risks, security or fraud issues throughout the contact with the customer and alert the respective teams as required.
• A...