Administrative and Operation of Customer and/or Agent Service Section, attending to New Business, Customer Service, Life & Health Claims enquiries and requests timely and accurately.
To promote excellent service experience by providing effective and prompt update for cases referred.
To increase Company’s “e-Platform” adoption rate that is in line with organization’s direction towards digitalization.
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Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
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If you are looking to excel and make a difference, take a closer look at us…
We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.
Strong interpersonal and communication skills, with the ability to engage professionally and empathetically with customers.
Basic computer literacy, including familiarity with office productivity tools (e.g., spreadsheets, word processing, email) and the ability to learn CRM systems.
Organizational and time-management skills to handle multiple customer requests and follow-ups efficiently.
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identifying and delivering innovative solutions to market needs which result in higher margins, growth in new applications, and options to manage the share shift in adynamic marketplace
providing customer technical support, which enhances the ability of our customers to understand the complexities of our products and use our products in their applications
identifying products that are best suited for the application, and to be able to identify if a tailored or new product should be developed
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Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
...
Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
...
Bertanggungjawab mematuhi semua arahan, polisi dan Prosedur Operasi Standard (SOP) yang telah ditetapkan oleh syarikat.
Bertanggungjawab memantau dan mengagihkan tugasan FLM dalam tempoh 10 minit selepas waktu muat turun (Download Time) di dalam sistem Skywalker (Seluruh Malaysia).
Bertanggungjawab membuat susulan terhadap semua tugasan FLM dalam tempoh Perjanjian Tahap Perkhidmatan (SLA) yang telah ditetapkan mengikut perjanjian bersama pihak bank (Seluruh Malaysia).
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Attends to servicing requests, enquiries, feedback and complaints from customers and field force members and follow through for effective resolution.
Supervises subordinates and ensuring compliance with Quality Objectives, Service Service Turnaround Time (TAT), Organisational's Policies and Guidelines and Branch Operating Guide (BOG).
Provides training to staff and field force members in new procedures, guidelines and product knowledge.
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Design and operationalize copilot workflows for tasks such as translation capability, issue summarization, knowledge retrieval, and post-incident follow-up.
Surface risks early by spotting weak signals in service metrics, support queues, partner feedback, and delivery execution.
Prepare concise updates for stakeholders, with a clear view of what changed, what matters, and what needs a decision.
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Design and operationalize copilot workflows for tasks such as translation capability, issue summarization, knowledge retrieval, and post-incident follow-up.
Surface risks early by spotting weak signals in service metrics, support queues, partner feedback, and delivery execution.
Prepare concise updates for stakeholders, with a clear view of what changed, what matters, and what needs a decision.
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