Customer Service
•    Receive and respond to customer service account inquiries
•    Provide first level contact and convey resolutions to customer issues
•    Properly escalate unresolved queries to the next level of support
•    Track, route and redirect problems to correct resources
•    Promote private bank products and services
•    Update customer data and produce activity reports
•    Walk customers through problem solving process
•    Follow up with customers, provide feedback and see problems through to resolution
•    Utilise excellent customer service skills and exceed customers’ expectations
•    Ensure proper recording, documentation and closure
•    Recommended procedure modifications or improvements
•    Preserve and grow your knowledge of help desk procedures, products and services
•    Track and analyse the performance based on customer segmentation perspective
•    Responsible for handling of incoming calls from customers and provide accurate information to address customer queries or escalate customer queries to the approporiate higher authority
•    Keep the Head informed of problems or issues that customers might raise during calls
•    Ensures attention to detail to carry out clerical, computing, administrative and record keeping tasks efficiently
•    Undertaking administration and other office duties as may assigned from time to time by the supervisor
 
General duties
•    Willing to perform any other reasonable and lawful duties assigned by the management

Grade 12 Degree/Diploma in Banking 

Minimum 2 year working experience in a similar environment
Good knowledge about bank's policies and procedures.
Excellent knowledge of the products, services, systems and processing activities
Have excellent phone etiquette and excellent communication skills
Self-confidence and excellent interpersonal skills
Computer literate (Word, Excel and PowerPoint)
Strong Analytical Skills
Business partnership experience
Team player skills