Customer Service Executive, Live Chat AgentThis job is for a Customer Service Executive specializing in Live Chat. You'll handle bank product inquiries through live chat to ensure top-notch customer service. You might like this job because you get to craft clear and concise content for diverse audiences and contribute ideas for workplace improvement.
Full-Time
Posted few days ago
Job DescriptionThe Live Chat Executive's key responsibility is to handle Bank product enquiries through HLB's live chat channel/platform to ensure that we deliver a world-class experience service to all HLB customers via HLB corporate website / HL Connect and Mobile Chat application.
Key Responsibilities
Proactively highlight and escalate customer feedback to relevant departments, ensuring timely and quality responses to enhance customer satisfaction.
Understand the key processes while recommending effective solutions to improve customer service delivery.
Craft clear, concise and grammatically correct content tailored to diverse target markets as well as understanding different language styles with experience on web mark-up language and search engine optimization.
Maintain a cohesive brand voice across all communication channels to reinforce the company's values.
Actively participate in team, unit and department activities that inculcate close team relationships and regularly contribute ideas for workplace improvement.
Job RequirementsJob Requirements
Diploma/Degree in any field of study with minimum 2 years and above experience in customer support via email, social media response and live chat.
Working proficiency in English and Malay (written/spoken) and competent in Microsoft Office applications (Word & Excel).
Strong phone etiquette with ability to maintain a positive demeanor when communicating with internal and external stakeholders, active listening skills and driven to delight every customer.
Must be flexible to work on shift hours and on Weekdays, Saturday and Public Holiday.
SkillsCustomer Service
Customer Support
Banking
ChatOps
Company BenefitsLateral & Vertical Career Growth Opportunities:Employees are able to achieve lateral and vertical career growth opportunities by applying for internal job openings.
Employee Study Award:Employees who have completed 1 year of service with the Bank are eligible to apply for educational financing.
Sports Participation Leave:10 consecutive working days for employees who are participating in national or international sporting events.
Employees are entitled to 1/2 day of paid leave on their actual date of birth if it falls on a working day to enable them to leave work early.
Sundry Loan/Financing:All officers, clerical staff, and non-clericals employees are entitled to apply for sundry loan/financing, subject to meeting the stipulated terms.
Additional InfoExperience Level:2 - 10 Years of Experience
Senior Executive
Job SpecialisationCompany Profile:Recognised as "Digital Bank of the Year", Hong Leong Bank continues to pursue our vision to be a Highly Digital and Innovative ASEAN Financial Services Company.#J-18808-Ljbffr