Deskripsi Pekerjaan
Are you a customer-focused professional with a passion for the financial services industry? EPS Malaysia is currently seeking a dedicated Banking & Insurance Customer Support Specialist to join our high-performing team in Kuala Lumpur. In this role, you will be the primary point of contact for our Mandarin-speaking clientele, ensuring that their inquiries regarding banking products and insurance policies are handled with precision, empathy, and professionalism.
You will play a critical role in maintaining our reputation for excellence by providing top-tier support through various communication channels. This position is perfect for someone who thrives in a fast-paced environment and is looking to build a stable career within the robust Malaysian financial services sector. If you possess excellent communication skills in both Chinese and English, and have a natural ability to solve problems, we want to hear from you.
Tanggung Jawab
- Provide high-quality support to Mandarin-speaking customers regarding banking and insurance product inquiries via phone, email, and live chat.
- Resolve customer complaints and issues by identifying the root cause and implementing effective solutions.
- Maintain comprehensive records of customer interactions, transactions, and feedback in the internal database.
- Assist customers with account-related administrative tasks, policy renewals, and claims processing information.
- Collaborate with internal departments to escalate complex issues while ensuring timely follow-up with clients.
- Meet or exceed individual and team performance KPIs related to customer satisfaction, response times, and call resolution rates.
- Stay updated on new financial products, services, and compliance regulations to provide accurate information to clients.
Kualifikasi
- Minimum Diploma or Degree in any related field (Finance, Business, or Communications preferred).
- Fluent in Mandarin (written and verbal) to support Chinese-speaking clients effectively.
- Professional proficiency in English and Bahasa Malaysia is a significant advantage.
- Minimum 1-2 years of experience in customer service, preferably within the Banking, Insurance, or BPO sectors.
- Strong problem-solving skills with a high level of patience and emotional intelligence.
- Proficiency in using Microsoft Office Suite and CRM software.
- Ability to work rotating shifts, including weekends and public holidays, if required.
- Strong interpersonal skills and a commitment to maintaining high standards of service.