Customer Service Agent (Digital Banking)

Job Brief:

A highly motivated and customer-focused individual which responsible for answering incoming calls, responding to live chat inquiries and emails from customers, addressing their inquiries related to digital banking products and services, and providing excellent customer service.

Job Responsibilities:

1. Answering incoming calls, responding to live chat inquiries, and emails from customers related to digital banking products and services professionally and courteously.
2. Providing accurate information and resolving customer issues related to digital banking products and services.
3. Maintaining a high level of product knowledge to effectively support customer need
4. Ensuring timely and accurate documentation of all customer interactions in the company's CRM system.
5. To meet the Key Performance Indicator (KPI) monthly.
6. Collaborating with cross-functional teams to improve processes and customer experience.
7. Demonstrating empathy and understanding when dealing with customers.
8. Assisting customers with online banking, mobile banking, and other digital banking related inquiries.
9. Respond to customer inquiries via email in a timely and professional manner.

Job Requirements:

1. Possess a Diploma or Degree in related fields.
2. Minimum of 1-2 years of customer service experience in a contact center environment.
3. Have a minimum of 1 year of experience in the Financial Services industry (e.g., Banking or Insurance).
4. Excellent verbal and written communication skills in English is mandatory.
5. The ability to speak in Mandarin will be an added advantage.
6. Strong interpersonal skills and the ability to build rapport with customers.
7. Ability to work in a fast-paced environment and handle high call volumes, live chat inquiries, and emails.
8. Proficient in Microsoft Office and experience working with CRM systems.
9. Familiarity with digital banking products and services.
10. Ability to work flexible hours, including weekends (24/7)