Job Summary / Overview:

The applicant is expected to behave like an extension of the brand and take care of our customers to the fullest of their capabilities. If needed, seek help to ensure that we embody the best professional service we can offer our customers. You are expected to be a team player, capable of representing information on behalf of our clients and Teleperformance as one company.

This includes and is not limited to understanding and behaving in accordance with
(1) the Company values;
(2) Products and Services;
(3) Operating Policies and Procedures; and
(4) Attainment of goals and KPIs.

Key Responsibilities:
(May perform other duties as requested not specifically addressed in this document)

CSS’s General Role:
• CSS represents the brand, the culture, and values of our clients
• How you convey will be how our client is perceived by the customers
• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Handle customer’s concerns positively and professionally
• Interact, support, receive feedback/issue reports with or for customers

CSS’s Specific Responsibilities and Accountabilities:
• Provide timely support to customers through available communication channels (inbound,
outbound calls and email)
• To ensure professional, efficient, and quality service to Clients.
• To accept and execute client instructions.
• To ensure an efficient problem and complaint resolution.
• To cross-sell additional Bank products and services.
• To capture client feedback for future improvement
• To capture the nature of Client contacts.
• To meet productivity standards.
• To acquire product knowledge and service skill through staff briefing and coaching from the TeamManager
• Probe & identify financial needs on service calls and pitch relevant solutions in line with client
charter.
• Processing payment and client information in a manner that is precise and safeguards the
customer's personal and payment information
• Pro-active support to customers to prevent damage to brand loyalty
• Identify and escalate priority issues through proper channels when necessary
• Works with other team members in identifying better ways in providing better customer
support
• Maintains and improves the quality of service by giving recommendations
• Keeps job knowledge up to date by attending upskill training to improve skill
• Meet all key performance indicators set by the company and client
• Adhere to the policies set by the company.

Main Requirements:

Education background:
• Bachelor’s Degree or a minimum of Diploma or equivalent

Core Competencies & Proficiencies Levels
• Possess strong communication skills, including the ability to converse, read and write (type)
effectively in the English and native language
• Ability to multitask, detail-oriented and possess good problem-solving skills
• Customer-oriented with strong interpersonal skills and the ability to communicate effectively
with customers
• Passionate in helping to resolve customer issues/queries and complaint handling
• A team player who thrives in a fast-paced, dynamic environment
• A self-starter who is able to work independently and under minimal supervision
• Able to determine the problem/sentiment of each interaction and responds professionally
• Communicating with customers through all channels (phone, social media, digital, chat, etc)

Minimum Skills Required:

o 6 months to 1 year of minimum experience in Customer Service in the Banking Industry
o Decision-making skills and analytical skills are highly needed competencies due to the nature of
the program.
o Flexible to changes and has a sense of urgency. This includes a willingness to be upskilled to
other functions.
o Good time management skills
o Can work under pressure and can deliver set goals
o Confident in handling complex situations
o Conversant and able to convey messages
o Ability to effectively respond to customer needs
o Interpersonal skills required to work well with others
o Ability to follow directions
o Ability to use the desktop computer system
o Ability to navigate within web-based applications
o Ability to multitask
o Ability to learn at a fast pace
o Good comprehension and listening skills

EPF,SOCSO,EIS,AL,MC,Medical Benefits and other employee benefits

• Communication
• Customer Success