Job Description

If you are looking to excel and make a difference, take a closer look at us…

The Live Chat Executive is responsible for providing exceptional real-time customer support through online chat, involving addressing inquiries, resolving issues, and ultimately ensuring a positive brand experience. The successful candidate will possess excellent communication and problem-solving skills, a patient and empathetic approach, and the capacity to thrive in a fast-paced digital environment.

This role reports to the Manager, Live Chat.

Key Responsibilities and Accountabilities:

Functional (job responsibilities)

• Proficiently escalates pertinent customer feedback to appropriate internal departments for resolution and improvement.

• Addresses inquiries and resolves issues effectively and efficiently.

• Ensures a positive brand experience for customers in every online chat.

• Demonstrates excellent communication and problem-solving skills.

• Capable of recommending effective solutions or alternatives that enhance customer service delivery.

• Proactively converts customer inquiries into sales opportunities, driving revenue generation through effective engagement and persuasive communication.

• Adeptly adapts language styles to effectively engage diverse target markets.

• Experienced in developing and maintaining a consistent and distinct brand voice across all communication channels.

Jobholder Requirements

• Malaysian citizen.

Education/Qualification

• Diploma / Degree in any field.

Experience/Requirements

• 2 years and above proven experience in providing customer support across multiple digital channels, including email, social media and live chat.

• Business level written communication skills and professional phone etiquette.

• Business proficiency in written and spoken English and Malay.

• Proven ability to analyse, ideate, and innovate, and functions effectively as a team player.

• Willing and able to work in shifts as well as weekends and public holidays.

• Proficient in Microsoft Office Suite.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.