Customer Service Executive - Inbound Contact Centre

Sky Service Cards - RM-Sky Channel-Contact Centre Inbound

As a Sky Service Cards - RM-Sky Channel-Contact Centre Inbound executive, you will be the front-line representative for our valued customers. Your primary goal is to ensure their satisfaction and loyalty by providing timely and accurate assistance. You will be responsible for handling a variety of customer inquiries, ranging from general account-related questions to more complex issues, and ensuring a positive and efficient resolution.

• Answer incoming calls and provide prompt and accurate responses to customer inquiries.
• Resolve customer issues and complaints, ensuring a high level of satisfaction.
• Maintain a professional and courteous demeanor at all times, representing the bank's brand and values.
• Provide product and service information, ensuring customers are well-informed about our offerings.
• Handle customer escalations and work collaboratively with other teams to find solutions.
• Document and update customer records accurately, ensuring data integrity.
• Stay updated with the latest product knowledge and bank policies to provide accurate information.
• Identify and address customer needs, offering suitable solutions and recommendations.
• Actively listen to customer feedback and suggestions, and provide regular updates.
• Ensure compliance with bank regulations and maintain confidentiality of customer information.

• A high school diploma or equivalent is required, with a preference for a bachelor's degree in a related field.
• Previous experience in a customer support role, preferably in a banking or financial institution.
• Excellent communication skills, both verbal and written, with the ability to communicate effectively with customers.
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Proficiency in using computer systems and customer relationship management (CRM) software.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Excellent time management and organizational skills, with a focus on meeting deadlines.
• A customer-centric approach and a passion for delivering exceptional service.
• Willingness to continuously learn and adapt to new processes and technologies.
• Fluency in English is mandatory, with proficiency in other languages being an advantage.

Experience Level

Entry Level